ComplaintsforService Uniform

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Subject: Complaint against Service Uniform for lack of quality service and customer attention Dear ************************ am writing this letter to file a formal complaint against Service Uniform regarding their lack of quality service, poor customer attention, and unfair contract practices. Despite being a loyal customer for over 8 years, our experience with the company has been extremely disappointing, prompting us to terminate our contract. We kindly request your assistance in resolving this matter.To our dismay, we recently discovered that our contract with Service Uniform was automatically renewed for another 7 years without our knowledge or consent. As long-standing customers, we find it disheartening that such an important contractual matter was not communicated to us. This lack of transparency demonstrates a disregard for the well-being of their customers.Upon reviewing the contract, we noted that there is a provision allowing for termination if we are dissatisfied with the service and quality, provided we inform the company in writing. Consequently, we have taken the necessary steps to terminate the contract by sending a certified letter, accompanied by many recent photographs illustrating the abysmal quality of the uniforms we have received. These photographs depict torn and dirty uniforms, and most egregiously, a uniform with our logo upside down.Our primary request to the Better Business Bureau is to help us terminate this unfair agreement with Service Uniform, without incurring any additional costs. We are willing to return any rented materials to the company to ensure a smooth resolution. Our intention is simply to discontinue our association with a company that consistently fails to provide satisfactory service and maintain the quality standards we expect.We greatly appreciate any assistance you can offer in resolving this matter. Please feel free to reach out to us should you require any further information or documentation regarding our complaint. Thank you for your attention to this issue.Sincerely,*************************

  

  Business response

  07/14/2023

  We have reached out to ************************* about these grievances and we had set up a meeting on July 7th 2023 to discuss the grievances and Services provided by Service Uniform. We addressed the issues and came to the conclusion that there has been some miscommunication on how the program works which resulted in some quality issues. We educated ******** Engine how the program works and its benefits, Both parties are now participating on resolving these issues of quality and service. Service Uniform is committed to reinvesting into ******** Engine by providing a new uniforms at our expense. Both parties agreed to sign a new agreement come sometime towards the end of the year after Service Uniform has fulfilled and proven its obligations to ******** Engine with Communication, Service and Quality. Both have agreed to reassess services in Dec 2023. 

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

  Service Uniform

  Route Manager

   

  Customer response

  07/17/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My business, Restaurant Equipment Service had been a customer of ********************** since approximately 2010. We had been a loyal customer always paying on time. From approximately 2010 to 2019 Service Uniform provided great uniform service for us. During that time we rented uniform pants, shirts and jackets. We would turn in soiled or damaged garments and they would return fresh sets. However In approximately 2019 Service Uniforms service severely declined. My service technicians would turn in soiled or damaged clothing and we would get the same damaged and soiled garments back week after week. Every time we would turn in a damaged our soil garment we would include a service tag that was provided by Service Uniform. I would talk to the driver and he would say Im sorry we will take care of it. This continued on and on week after week. All the while Im still getting billed and paying my **** for subpar service and products. For approximately another year this continued on. I would talk to the driver, I would even call the ****** office. Every time I called the ****** office they said they would talk to the driver and the driver would call me back and take care of the issue. This cycle continued on and on. Finally I got sick of it and canceled my service. When I went to cancel my service they were extremely rude and cold. They kept telling me that I would have to buy out the contract. They offered no solution or apology. I asked to speak with a service manager and they were never able to connect me to any sort of manager. I am very disappointed that I am being treated like I am, even after being a loyal customer for approximately 10 years. Now they are demanding that I pay nearly $7000 to buy out the contract. Why did I ever pay for the monthly service when I did not receive good service or products? Why am I being charged now for their lack of good service and complacency? And still I have received no phone calls. I am being treated horribly.

  

  Business response

  06/10/2022

  Service Uniform regrets that Restaurant Equipment Service decided to sign with another vendor prior to using the tools provided to allow them out of the agreement for cause.
  Specifically documenting in writing and allowing Service Uniform to repair any "Material service Issues" (pricing not being a reason to cancel service.
  As ****************** detailed, we have been doing business since 2010 and had a good vendor customer relationship. As ****************** also explained sometime around 2019 2020 things changed. We no longer had access to anyone at the location, instead were provided a key to enter the building to service the account.
  In that time, we have no records of dissatisfaction via phone calls or emails until after we were asked to terminate service. It was our understanding Restaurant Equipment Services had already entered into an agreement with another supplier before taking the proper steps to resolve the issues.
  At this point Service Uniform had no other option than to assume Restaurant Equipment Services was electing to buy out of the current agreement because there was no indication that they wanted to cure the issues thus the buyout terms were sent.
  Service Uniform disputes that efforts were made to verbally communicate issues. As stated,before there was not representation from Restaurant Equipment Services recently when deliveries were made on a weekly basis.
  Therefore,why it is understandable in ****************** was not happy with the outcome. Because of how the situation was handled, Service Uniform had no other options than to follow provisions provided in Service Agreement both parties agreed to.

  Customer response

  06/11/2022

   
  Complaint: 17210755
  
  I am rejecting this response because:

  I honestly did not know we were in a contract. After ********** emailed me and said we had to buyout the contract, I asked her to email it to me. After reading the contract I saw the cancellation process. I was not aware of that at the time I cancelled. I was so frustrated with receiving the same torn, stained garments I was just so fed up I cancelled. I had called the ****** office multiple times and the person would tell me that they would send a message to the driver and have him call me back. I did have multiple in person conversations with **** (who is no longer with you). He would tell me week after week, "sorry for the delays in getting torn and stained garments replaced, COVID is affecting everybody..." After not seeing any change week after week I lost trust in Service. Right around the time **** left your company I saw a noticeable complacency in the "service" provided. That is when I started seeking another uniform company. 

  I am disappointed that after 10 plus years of being your CUSTOMER how I was treated regarding cancelling. I called the ****** office. The person said the driver would call me back. The driver called me back and the first thing he said is "you will be responsible for buying out the contract." This really triggered me because I felt like a CONTRACT not a CUSTOMER. Through this whole process ********************** has thrown it in my face that I signed a contract, and for not following the cancellation process I am responsible for buying out the contract. Genuine question, Is this how you treat customers of 10 plus years? I'm not disputing the fine print on your contract whatsoever! I would have considered to continue to do business with your company if the driver would have would have exercised CUSTOMER ********************** and not talked to me like a CONTRACT. However it appears that your company is willing to burn a bridge here.

  This goes both ways and I have yet to see your company acknowledge or take ANY responsibility in this situation. 

  
  Sincerely,
  
  Ca *******

*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. ↩