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:04/30/2025

  Type:Product 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.

  Very similar to all the other complaints: A salesperson calls you, speaks to you about a product and then evidently ships you product you never ordered or agreed to buy. This was followed up by an invoice marked "Past Due" even though it's the first one you receive. Upon calling them, they argue with you, quote the name and position of the person they spoke with and insist the product was ordered, even though it was not. I have emailed them stating we were willing to return the item to them if they provided a pre-paid return shipping label, but after reading all the other complaints, I expect that won't happen.

  Business Response

  Date: 05/01/2025

  In regard to the complaint, there is false information. Our office received a call from **** (who states they were the owner) on 4/29/25 and never spoke with **** *** (fake name) by complainant. During the conversation between **** and the representative it was stated **** (who placed the order) was not part owner as we were told, and **** is only family. We were advised that **** should have not ordered the material, and **** was going to speak with him and then contact us again to resolve his concern, also stated in the complaint an email was sent ,which as of 4/30/2025 at 4:30pm eastern time no email was received. I have also enclosed a copy of the proof of delivery showing delivered back in March and we did not receive a call until 4/29/2025.  We are more than happy to resolve this situation but are requesting to have this complaint removed & retracted as there is a false name posting this complaint and false information from what corresponded.  I would also like to state they are weaponizing the BBB in regard to our past reviews as the situation they are accusing us of did not happen.

  Sincerely, 

  ***** **** 

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 never knowingly agreedverbally or in writingto purchase any product from this company. On October 29, 2024, a 3-gallon bucket of unknown powder arrived at our small business. The *** claimed it was a drain cleaner, but our plumbing contractor had no record of ordering it. I contacted the company, but they couldnt provide clear information about who placed the order or any documentation to support the shipment.Reluctantly, I paid the $117.12 invoice to avoid the higher cost of hiring a plumber, despite having serious doubts about the product's legitimacy. Then, on December 18, 2024, we received two more bucketsunsolicitedtotaling $339.93. I was told there had been a mix-up and breakage, and to expect more product. I clearly stated we did not want any further shipments and asked to return the items, but was told returns werent authorized because the items had already shipped. This became a recurring issue.On March 27, 2025, yet another 3-gallon bucket arrived. The company claimed we had agreed to a 200-lb order at a tradeshow price, and another shipment was still on the way. I emphasized the absurditywe have three toilets and no use for 200 lbs of drain cleaner. When I asked if this was the final shipment and if we owed more, the *** avoided the question and gave vague reassurances that "THIS order was be closed."I suspect this company is targeting consumers who've recently had plumbing work, sending unsolicited product and then tricking them into verbally agreeing to another shipment and then pressuring them into payment with misleading or unclear communication. I also question the legitimacy of the product matching the **** as it doesnt resemble known cleaners, and appears ineffective. I refused delivery of the latest shipment on April 10, 2025, and I will not be paying for any further products.This company needs to be stopped.

  Business Response

  Date: 04/15/2025

  In regard to the following complaint, our records indicate that no material will be shipped the complainant location. It was agreed the account will be placed on our Do Not Call List. The complainant has agreed to retract this complaint as we have considered this matter resolved. 

  Sincerely, 

  ***** ****

  Customer Answer

  Date: 04/21/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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.

  A sales guy with a strong New York accent called and told me that my supervisor told him to give me a call to see if we needed any products. After a long sales pitch a I agreed to free sample of sewer cleaner. The sample arrived, we used it but it didn't perform well. I never ordered any product. I didn't realize that they were continuing to send product and invoicing our corporate office. Even for the "free" sample. They have now received over $1000 dollars from our corporate office for product we never ordered or approved. A product we don't use and that doesn't work. They have done the same thing to at least 2 of our other properties.

  Business Response

  Date: 03/26/2025

  In response to the following complaint, our records show that ***** has spoken with the accounting department on 3/25/2025. ***** advised ***** from the accounting department that payment was already issued for invoice # ******. At that time ***** stated she had an issue with receiving material, and was advised her call could be transferred to the representative to assist her, or ***** in accounting would notate the account so there were no further concerns. ***** was advised by ***** to just notate the account which has been completed. ***** also advised ***** if there were any further concerns or issues, she could be reached directly at the number she provided. We are confused why the complainant felt the need to file this complaint, after we have resolved her issue yesterday and stated she had no further concerns and already submitted payment. The concern was never addressed with our company since we have done business with them since Feb 2024 until now. We feel this complaint should be closed as per ***** yesterday we resolved this and now weaponizing the BBB against us. 

  Sincerely, 

  ***** ****

   

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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.

  This company industrial chem labs claims to be giving us samples free of charge that come monthly. I have told the company representatives we do not need any more of their products as we are abundantly overstocked with items we have not ordered. The representative says these orders were placed by a former employee and were already billed for.

  Business Response

  Date: 03/14/2025

  In regard to the complaint, our company does not offer free samples. On 2/7/25 our company spoke with *******, and we were told had a lot more problems than pipe breaks which we were advised back in January 2025. Our records show there is no further deliveries schedule to be sent to the complainant location. Once the balance is paid in full for the last delivery, the account will be closed.

  Sincerely, 

  ***** ****

• Initial Complaint

  Date:01/10/2025

  Type:Delivery 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.

  product was delivered to my property disguised as a sample. Three weeks later, I received an invoice for $129.74. The company's employees are using harsh and aggressive tactics to collect payment. This appears to be a scam, similar to experiences others have reported.Product is unopened and will ship back to company when we receive a return label

  Business Response

  Date: 01/14/2025

  In regard to the following complaint our records show this order was placed by ******* ***** on 12/16/2024 who advised was the assistant general manager. Our office received a call from the general manager ***** which had concerns in regard to the delivery. Advised our company did not want to pay the bill and return the material, also stated ******* was not authorized. ******* has represented to us she was the manager/housekeeping manager. Then our office received this BBB complaint from ***** *****, whom we have not spoken with. The complaint also states false information in regard to our employees using harsh and aggressive tactic to collect payment. The invoice is a net 30 day as the payment was not due yet, therefore we did not call to collect payment, we were contacted first by the location.  Considering this was ordered by ******* who has not contacted our office in regard to any dispute, we are willing to let the complainant return the material at their expense. Once the material is received back at our location, we will credit the invoice received. 

  Sincerely, 

  ***** ****

• Initial Complaint

  Date:12/18/2024

  Type:Delivery 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.

  Company has never personally spoken to me and sent hundreds of dollars of products over a 2 month span from late October 2024 to early December 2024 and invoiced my property with my name on the orders. Ive never received a phone call or email or spoken with anyone from this company in any way. Now they are pursuing nearly $1000 for invoices of duplicate product that was never authorized to be shipped and billed to property. Assuming their was deception used to gather my name and then ship products with invoices hoping for unquestioning payment

  Business Response

  Date: 12/19/2024

  We would like to start off by saying we believe this complaint was not made by ***** *********. Our office received call on 12/18/2024 from a woman that immediately started cursing at our receptionist, screaming why are we sending material. She refused to give her name and stated we did not need to know who she was. At that time, we explained we are willing to assist her, and she denied, said was putting in BBB complaint then hung up on the company after stating stop send product to ***************. We were not provided with enough information to locate the proper account to further assist until we received tis complaint. It was also stated was a 2 month span meanwhile we have does business with this location since February 2024 which is way longer then 2 months. We have previously spoken with ***** ******** who personally placed these orders and were paid in a timely manner. The complaint also states we are perusing a $ ***** for invoices meanwhile the only balance owing is $ ******. ***** ******** also provided us with his email In February to provide our W9 and SDS to have on file for the material he ordered on 2/20/2024. This is an example of attempting to use the BBB against us, by reading prior complaints, and stating they are ***** ********* when in fact the complaint also states he never spoke with anyone, meanwhile we received a disturbing call from a woman and not him, this complaint seems suspicious. We are requesting to have this complaint, removed, retracted & closed.

   

  Sincerely, 

  ***** ****

   

• Initial Complaint

  Date:11/20/2024

  Type:Product 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 received a phone call from ****** at Industrial ********* saying they heard I was interested in a drain cleaner. Told him I was looking for an odor neutralizer, which he said they have some good ones. I had agreed on a couple scents and he gave me an outrageous price, I told him I operate on a pretty tight budget and can't afford to pay that much to sample a chemical. He said I was in luck, that they had just had an expo in ********** ( my business is in ********) and he had 4 gallons ( 2 gallons each of the scents I liked) left from the expo they could send me at a discounted rate of $80, to which I accepted. The product came, I tried it, and while it was okay, it wasn't worth the price he was asking! About a month later, I receive another shipment. I checked with our receptionist and she hadn't received any bill or invoice for them, waited a week and got nothing. I assumed this was free product to pull me in, so I began using it. Then a few weeks after that we finally get a bill for $256. I begrudgingly paid the bill, as I had already started using the product, but spoke with ****** about how this wasn't something that we had discussed, that I felt scammed, and that we wont be paying anymore invoices. They proceeded to send me another shipment, which we refused, on top of trying to charge us extra for nonpayment on that shipment. Again, I talked with ****** and made it explicitly clear that we wouldn't be paying them and that we will refuse any shipment, and to not contact my facility or myself anymore. That was 2 weeks ago, and they just called again today letting me know my "last shipment" was coming and after another payment my "order" will be complete. I am furious at this point and made that very clear that we will never purchase or accept any shipment from them, and that they have to stop calling my facility, ****************** and ************ in **********, ******** I am just hoping you can help resolve this before i have to take it to the authorities

  Business Response

  Date: 11/22/2024

  Our records show that ****** spoke with a representative from our company on 11/20/2024. At that time ****** was advised that no further shipments were going to be made. To our understanding we thought this matter was resolved and feel the BBB complaint could have been avoided. We would like to clarify no further material is going to be received per the conversation and requesting to please have this complaint retracted.

   

  Sincerely, 

  ***** ****

• Initial Complaint

  Date:09/19/2024

  Type:Product 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.

  BBB files indicate a pattern of complaints concerning the sales practices, billing and customer service for ******************** Numerous businesses tell BBB about problems they encounter after a representative of Industrial Chem Labs & Services contacts the business about sending them a sample of their products. Many of these complainants say they received a shipment from the company - often a full-sized product - as well as an invoice with charges for the products. In addition, a number of businesses allege that they never agreed to accept a sample or other shipments from Industrial Chem Labs & Services, Inc. but they receive the products and a bill anyway. Many complaints allegedly experience discourteous and unhelpful customer service from at ******************** when they call to dispute the invoice or inquire about returning the unwanted products..I listened to the company's pitch and told them I was not interested and they sent product anyway and sent us a bill.I emailed *** first to try and get a pickup. After 2 weeks *** said to contact the sender.I Emailed Industrial Chem Labs & Services **** in July and got no response.I received another bill yesterday as "over due".

  Business Response

  Date: 09/24/2024

  I.C.L has reviewed the following complaint. We have notified the complainant in regard to the email not answered, unfortunate ended up in the junk folder and unaware. We addressed the concern and authorized a pickup to retrieve the package back. There was a miscommunication and addressed the concern. 

  Sincerely, 

  ***** ****

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  When first taking over this property we received an invoice from Industrial Chem Labs & Services **** It looked a little weird to me so I called up the previous managers and they told me it was a scam and not to pay. So I didn't. Flash forward a year later and I get a call from them asking me questions about different products they have and which one I would prefer. They seemed very skilled in this scam of trying to trick me into saying something but I didn't. I told them I was not interested in answer their questions or any of their products. I then swiftly hung up the phone. A couple weeks later we received an invoice for a product we never received and never wanted in the first place. This business is a scam and I do not want any further contact with them.

  Business Response

  Date: 08/07/2024

  In regard to the current complaint, we were contacted by a lady who would not state her name disputing an order received. Since our company spoke with ***** as notated placing the order we have requested to speak with her and was denied. The lady that called would not put ***** on the phone therefore we could not resolve the dispute. It was also mentioned the BBB complaints and attempted to get out of this order by using that against our company. It concerns our company how we did not speak with ***** (property manager) but yet filed complaint. We are requesting the proper person listed on the account (*****) contact our company to resolve this matter or have this complaint retracted.

  Sincerely,

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

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I ***** was the one who wrote this comment. I never agreed to a package or an order to be placed. This is the second time this has happened to us and the last time I asked to be removed from the call list as I felt this was a scam. Asking questions like " what cleaner do you like to use A, or B" and then just sending something depending on what I said. Never once did I agree to being sent a product. I specifically said I DO NOT want a product. Then was sent one, and billed. The Invoice did not even have my Proper name on it, it was spelled wrong and had my partners name as my last name. That tells me everything I need to know. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/14/2024

  Our records show the material has been returned and received at our warehouse on 8/12/2024. A credit was issued and now reflects a zero balance. The account has also been notated no further shipments will be sent to your location. We have considered this matter resolved. 

  Sincerely, 

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

  Customer Answer

  Date: 08/14/2024

  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 and the matter has been resolved. But if I receive any calls or invoices I will be filing a harassment lawsuit.  
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/31/2024

  Type:Delivery 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.

  Industrial ********* keeps sending products we neither ordered or can use. They first sent 1 gallon of product. Being new to the role here at Speare I paid the invoice. They then sent a 2nd shipment of 4 gallons($211.58) I again paid the invoice but spoke with a representative and asked that no more be sent. I just recieved a 3rd shipment of 4 gallons and am unable to reach anybody. I will not be paying the invoice or paying the $51.78 to have it shipped back.

  Business Response

  Date: 08/01/2024

  Per conversation with ************************* who spoke with ****** it was agreed that I.C.L has authorized a pickup to retrieve the material due the mis communication. We apologize for any inconvenience this may have caused. ****** was understanding and once the material is picked up and the credit is issued the complaint would be retracted.

   

  Sincerely, 

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