ComplaintsforCintas Corporation

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed up with cintas specifically for towels for our restaurant. We wanted specific ones and were told that they weren't available from the local depot but they had them in another depot and would have them transferred in for us. My email complaints started after the first two months because we couldn't seem to actually get the towels on a regular basis. This continued for 3 years, the service tech never had towels and someone else had to drop them off whenever they could. After 3 years of having problems and me having to go buy towels multiple times after not receiving them I called cintas to complain/cancel. I was told by the area manager Ryan that the towels were not actually available. Since cintas can't fulfill the item I signed up for I obviously said I needed to cancel the service. 3 days later I received a call from a collection company on behalf of Cintas saying I owe them $6800 and have since been harassed and threatened by them for two weeks. I have called the company 5 times asking to speak to someone and nobody will speak to me or call me. Its unethical and morally wrong the way they are handing a situation caused by their own inability to provide what they said they would (and I paid for). This company is a bad company with bad practices.

  Business response

  04/17/2024

  This situation has been resolved.  Service Manager Ryan S***** contacted customer, apologized for his experience and have removed his account from Altus.
  
  We have also terminated the agreement and all collection efforts. 

  Customer response

  04/17/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been clients of Cintas for 4 years. They go through periods where no one delivers their products to our offices for months, yet I am still charged. They refuse to cancel our service, I have been requesting this for over a year. They state that there is a renewal clause that auto-renews for 3 years, however, I asked for a cancellation well before the auto-renew period. They admit to not fulfilling their duties and have refunded the months they have documentation of not coming to our office however, there is a 6-month period they did not come to our office and state they were. I have the records of the toilet paper, paper towels, and trashbags I had to purchase myself and my staff have not seen a delivery person. All I want is our contract cancelled.

  Business response

  04/12/2024

  It will always be our goal to exceed our Customer's expectations.  I appreciate your feedback and regret your decision to cancel services.  Should you ever need anything from me, please feel free to reach out.  As of this response we will close out you ********** accounts.  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We began doing business with Cintas 10/12/23. Cintas committed to making sure we always had sanitizer, linens, soap, towels, mats, toilet paper, paper towels, air fresheners, dispensers for all soaps etc. The first week they delivered nothing. For the next few weeks the sales rep did not bring us nearly any of the items on our invoices. We ran out of soap and sanitizer and got in trouble with our local board of health because of it. They never delivered us any linens, brought the wrong items of what they did deliver. It took weeks to get keys to access our paper goods dispensers and once we had them we had little to no product to use in them. Our invoices list items we never received. They are trying to charge us $2155, when we estimate that we only got about $1000 worth of product. Invoices say a case was delivered, but only a few single items were brought. The sales reps were impossible to contact, customer service was useless to fix our issues. Multiple invoices are identical, when our weekly needs are never the same. Our service manager took 6 weeks to reach out about the problems. They are now threatening to take us to collections and will not listen when we explain they are charging us for items we never got. This business is predatory and promised ease of service. They did not hold up any part of their commitment. Even going as far as to charge us for chef coats we did not order and sent back immediately. No one will help us amend the invoices, and we should not be charged for items they failed to deliver.

  Business response

  04/10/2024

  When we receive the first call from this customer about being short on soap and paper towels, we had an SSR drop off the product they needed. When they called again about being out of SK1 dish soap, the Service manager explained to them that they needed to increase the amount they were getting and that is when they insisted on cancelling the service. We did agree to credit the first invoice of $519 if they make the payment of the outstanding amount. We will accept the $1000.00 that the customer claims is owed as payment for services rendered.  Thank you,

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Possibly worst service provider for linens and chemicals in ***. We've had previous issues across our franchise accounts with Cintas (shady billing, price increases 2 months after without notice, shorting us on chemicals) and typically would go another route for these providers but one service provider said they would make sure we were taken care of and low and behold just a few months after, we experienced price increases without notice, incorrect billing and our invoices included items we didn't order. We asked them to adjust invoices over 10 times and not one person was able to make those changes. In light of these events, our corporate office has decided to look into all 20 of our Cintas and are attempting to cancel services.

  Business response

  04/04/2024

  We received your complaint filed with the Better Business Bureau regarding a billing issue, and we sincerely apologize for any inconvenience this may have caused you. Customer satisfaction is among our top priorities, and we aim to resolve issues promptly and fairly. After investigating your case meticulously, we have identified the problem and have taken appropriate steps to rectify it. We understand the importance of accurate billing and have adjusted your account accordingly. Additionally, we have implemented measures to prevent similar issues from occurring in the future. We appreciate your patience and understanding as we work to resolve this issue.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Cintas to provide air fresheners at our school. We asked for services between 2-3 months. Well, somehow the local representative started sending a service guy every 2-3 weeks. We contacted the local office for the past 2.5 months and we were ignored. No one seemed to understand that we want the service every 2-3 months. We kept receiving bills to something we did not agree too. After countless calls, emails and voice messages, finally someone reacher out. We asked to cancel our membership. Now Cintas wants to charge us $1,085.60 to stop the contract. We feel that we do not owe anything, given that our request was ignored for 2.5 months. Our calls were ignored and they kept sending us bills for services we did not agree to. Amazon is also a large company and we did not have one issue with them for the past 15 years with use them. While with Cintas, we had an instant issue, that was not resolved, a few months in! Cintas needs to work on their customer service ASAP!

  Business response

  04/05/2024

  We apologize for the miscommunication when setting up your account. I am sorry that we could not find a model that fits your wants and needs. We do hope in the future you will reconsider Cintas as a provider for your school.

  Customer response

  04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  We were misled by the initial sales representative about the terms of our contract agreement.  We were told we could cancel at any time without penalty.  We have repeatedly reached out to Cintas to change the frequency of service to every 2-3 months and have been ignored by all agents.  The audacity to penalize us, after misleading and ignoring our requests, is the epitome of sleazy sales tactics and poor business ethics.  

  
  Regards,
  
  ******** ******
  

  Business response

  04/10/2024

  We appreciate you reaching out so we could resolve this issue. I am happy to hear that you have spoken to our local team and both sides are in agreeance with the discontinuing of our service. We again apologize for the miscommunication in regard to our services and that we do not have a service model that best fits your needs. We continue to hope in the future that we are able to provide a value to your business in some capacity.

  Customer response

  04/12/2024

  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. 
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We received invoice #**********, dated 01/22/2024, in the amount of $190.90 for a week Cintas provided no service. We requested 4 times, via emails and phone calls, that this matter be remedied to no avail. This is now a fraudulent invoice.

  Business response

  04/01/2024

  Cintas has made contact with the customer and resolved all concerns filed to the BBB. The customer now has a direct line to the General Manager to communicate any future concerns, and is discussing the continuation of business with Cintas Corporation.  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ***
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have had there services for 3 years now and need to cancel. We submitted request and they replied w/ email only stating we are in a 6 year contract. The contract cleary states after 3 years we can cancel. I also informed them that I the owner did not sign the contract, It was forged by former GM . It has been 2 months now and they will not return my calls and you cannot call to talk to a manager. This is the most unprofessional co. ever. The managers will n ot return my calls or emails. We just want our contract cancelled w/ no penalty. We want a dte they will come pick up everything so we can have it all ready. Thank you for your help

  Business response

  03/28/2024

  Service Manager Daniel S******* had a conversation with Mike B**** from Lucky Air. We agreed to make changes to the products we provide Lucky Air and will continue service for the full term of the contract.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January of 2023 we signed up for service with cintas. Our sales rep Jenna p****** expressed that the contract she had us sign was a formality and we could cancel our service at any time. Our first few months of service the pricing was not what we had agreed on and we had contacted them to rectify the situation. It took a few days but it was handled. In December we had a rug delivered that the rubber had ripped on the side of and was sticking up. I tripped on it so I removed the rug and contacted cintas. I had to call their office 4 times that week, by the 4th time I said I wanted to cancel my service. I immediately received a call and spoke with Chad B**r. Chad unkindly informed me I signed a 5 year contract and it would cost me thousands of dollars to cancel and he already put a replacement in for our rug. My issue was mostly that no one called to tell me the situation with our rugs was being handled, and then proceeded to berate me for expecting better customer service and not reading over the full contract. On January 30th we received a bill for services that had not been rendered. We were charged for mop heads which were not delivered, chemicals (which I knew had not been used so did not need to be refilled), and paper towels. I had to go to target and purchase those supplies so we could clean before our appointments for the day. This was the point that I contacted Andrew g******* who is the key account manager for us. When Andrew and I spoke on the phone on January 30th he suggested a buy out of our contract for $600 (this would be us buying out our logo rugs which they provided) and said he would void our invoice from that day since I had to go purchase separate supplies. Andrew was supposed to coordinate a pick up for the items we would not be keeping, and for us to get our key to the business back. They sent a driver named Ashley on 2/13 she only took half of the items and never left our key. I have been emailing Andrew since trying to get our key back.

  Business response

  03/22/2024

  Hello,

  here is my response to ***** below.  I reached out to ***** this morning and discussed the issues she had with service and we agreed to close out the account and move on.

   

  Hello *****,
  Thank you for your time this morning.
  Once again, I apologize for the service issues and poor communication.  Per our discussion, your account with Cintas is closed the agreement is terminated.
  
  Please do not hesitate to reach out if you need anything else.
  
  Have a nice weekend.
  
  Ryan B********** | General Manager
  Cintas Corporation  
  office ###-###-#### | fax ###-###-#### 
  ** ***** **** * ************ ** *****  
  *********************** * **********  
  
  

  Customer response

  03/22/2024

  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. 
  
  Regards,
  
  ***** ***********
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  sales rep came to our shop on aug 2023 never inform us about no contract just said to sign here to lock in the price and thats all i heard from her after getting uniforms delivered to us 2 months where fine after that prices went up she never answer back i inform my driver and was giving credit for that he left and new drivers did the same at the same time i called and message costumer service but thwy only fix it for a month and then prices went up again driver doesnt leave bags for dirty uniforms there is missing uniforms i message them to cancel and they called me right in the same day 03/08/2024 they said we have a contract and we would be breaking it so far the only ones breaking there contract but i send messages to that person and never got back to me pictures about how there is no bags left for us to put out dirty uniforms missing uniforms and where prices went up but no answer what so ever called back on monday 03/10/2024 and they said someone will reach to me but so far nothinng 03/13/2024 called again today and they said they will have someone call again but so far we are not ahppy with service or the account it self how can we continue with a bussines that since account opening cant hear us out

  Business response

  03/25/2024

  This has been handled.  We have smoothed over the miscommunication and have agreed to meet in the middle on the pricing based on what the customer believes they were told.  As for the five years, the owner has been burned in the past with another company.  We will provide them with updated paperwork for 36 months.  An inventory was completed, and any missing uniforms ordered to get them back to the inventory of 13 that was originally requested.

  Customer response

  03/26/2024

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cintas overcharged our account w/o letting us know, price increased and not letting us know. we started the weekly service at $46 then couple months later it went up to $76 we didnt catch this soon. the issue started due to shirts coming back dirty with some type of grease that we dont use in our work, contacted customer service and the driver that delivers our uniforms, i asked the shirts be replaced they agreed to it but dint tell me they was going to charge me for them, i told them i shouldnt get charged to replace something you guys damaged in the firt place. poor communication from the driver and his supervisot. customer service terrible, they did offer a credit but the credit was taking longer than expected calling back anf forth with customer service and a sales representative. until we said we wanted to cancel our service the credit came in. now we want to cancel this service due there poor customer service, and they are sending us a bill for over 2,000 dollars for terminating the service.

  Business response

  03/12/2024

  Cintas GM met with customer @ **** **** ********** today March 12, 2024, to review the customer's service experience. Cintas GM worked to explain that charges on invoice in November 2023 were based on garments not received back during the wear upgrade transaction and not actual charges for stained shirts. Customer explained they didn't receive this clear communication from Cintas Service Rep and Cintas didn't resolve the charges in a timely manner. Customer has requested for product to be picked up and Cintas has scheduled to complete the pickup of items to bring closure to this matter. Customer requested email confirmation from Cintas GM which has been provided.

  Customer response

  03/12/2024

  ********- complaint has been resolved. thank you for all your help. No further action is needed.

*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. ↩