ComplaintsforIndustrial Chem Labs & Services, Inc.

Manufacturing Chemist

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate a pattern of complaints concerning the sales practices, billing and customer service for Industrial Chem Labs & Services, Inc. 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 Industrial Chem Labs & Services, Inc. when they call to dispute the invoice or inquire about returning the unwanted products.

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Initial Complaint
12/14/2023
Complaint Type:
Product Issues
Status:
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.
This company's sales rep *********************** reached out to our maintenance supervisor in July 2023 saying that their company has a concrete cleaning product and asked if we would like a sample of the product. ****************** informed our employee that no charges would be invoiced UNLESS we decided we liked the product and ordered a shipment. Our employee agreed to a sample of the product. We received a CASE of the product and then received an invoice for four gallons of said product. I reached out to ****************** and explained that the invoice was sent in error as we did not request the shipment, we only asked for a sample. ****************** informed me that he does not send samples, that he only sends full shipments and that we must therefore pay for the product shipped. We received a past due invoice at the beginning of December for the original shipment in July. Our purchasing manager contacted ****************** and informed him that we would not be paying for the product as we did not ask for the full sized product, we only asked for a sample. ****************** argued that he could not accept the product back as it has been four months and that as a business owner himself, he can not just let product be sent out and not returned and be left unpaid for. We paid for the shipment on 12/08/2023. At that time, we informed ****************** that he needed to cancel any auto-shipments and that we would not be accepting any more of his products. On December 12, 2023 we received ANOTHER shipment of said chemicals. Our purchasing manager called ****************** and told him that we would not be accepting the shipment, that it was being returned to him and that we should not get an invoice as we had already told him to cancel any future shipments (as we had never even requested auto shipments). ****************** became upset with our employee stating that we asked for the product to be sent and therefore we had to pay for it. Under no circumstances did we ask for the second shipment.
Business response
01/04/2024
Per conversation with ******* and *******************, I.C.L was advised the material has been returned. We have received the material on 12/19/2023. A credit has been issued in the amount of $261.18. A credit will be emailed over. The account will also be placed on a Do Not Call List.
Sincerely,
*******************
Initial Complaint
12/12/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Industrial ********* has sent three invoices to our Nursing Home without being ordered. The first order (invoice ******) was sent on 5/17/23 with 2 gallons of an item. Since the order was small ($123.06) and it was an item we were able to use, we accepted it. The next two orders that were sent had an additional item and increased quantities. Since we were between Department Managers, it was not caught right away. That second invoice ****** they sent on 8/14/23 had now 4 gallons of the first item and 50 pounds of an additional item totaling $626.00. When we received the third order, invoice ****** it had 4 gallons of the first item and 100 pounds of the second, totaling over $950.00 When confronted, the sales rep couldn't give us the name of who ordered the items. He then tried to say that it was ordered by our new Maintenance Director, which was incorrect. Then he named someone else in the building who never places those orders. We said we do not use these items and we need return labels sent to us. They would not agree to send them. We had already paid them, as they sent the items AFTER the invoice was sent. This company is an absolute scam, and we are more than happy to return their product for a refund of our most recent invoice (that was never ordered) of $959.68. They will not refund our money, either. We also just received ANOTHER invoice ****** dated 12/01/23 from them totaling $948.72, again, that no one at our Facility ever ordered.
Business response
01/04/2024
Per conversation with ******* and ******************* it was agreed a call tag will be issued to retrieve the material from invoice # ******. Please allow *** 3-5 business days to arrive with the labels. Once the material is picked up a credit will be issued in the amount of $948.72 and emailed over for your reference. It was also agreed, a refund will be issued in the amount of $ ****** for invoice # ******.
Sincerely,
*******************
Customer response
02/07/2024
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.

The complaint has been resolved as of 01/29/24.
***********************************
Initial Complaint
12/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We have repeatedly had septic cleaner sent in to an organization that does not have a septic system. In the past our COO agreed to pay part of the invoice because it appeared to be ordered by a disgruntled employee. The company was told to STOP sending in product and invoicing us for something we did not order nor can we use. We received another shipment and this time an invoice for $467. As the Supply Chain Director for Winona ****** I have reached out to them for return shipping labels and to talk with someone about why this keeps happening. Nobody from that organization is responding to me.
Business response
12/14/2023
Industrial ***** **** & Services *** (ICL) has reviewed the above-mentioned complaint and can provide the following: ***** **** has spoken with the complainant and has agreed to authorize a *** call tag. Please have the customer place the product in a cardboard box and ready for pick up within the next 3-5 business days. Once the product is returned ICL will issue credit.

Sincerely,
*******************
Customer response
12/15/2023
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:
******************* assured me that we would be credited for all previous items that were sent in here that we did not order. That has not happened. I also asked him to do a root cause - when did this start, who was placing the orders, etc. I have not had a response back. I believe it was important to him to know I would satisfactorily complete this complaint, but I asked for root cause and credits. Neither of which I have received thus far. He promised me a return call but stated they would be closed the next two weeks so it likely would not happen until January so i do not want to close this out until all issues are resolved.

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

Business response
01/11/2024
Per conversation between **** and *** ******************* it was agreed that I.C.I issued a pickup to retrieve the material that was delivered in November 2023. The material was received back at our location in December. A credit was issued to reflect a zero balance. A copy will be emailed to **** as well. It was also agreed a refund will be issued in the amount of $ ****** to reflect two prior invoices. We would appreciate it if **** can contact us to advise the proper address to mail the refund to and who make payable. We hope this matter has been solved to the customers satisfaction.
Sincerely,
*******************
Initial Complaint
11/28/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
In July of 2023 we received an invoice for $133.85 for a product (sewer cleaner) that we did NOT order and had to pay a past due invoice due to not having any options to return the product. Today we received another shipment of the same product that we did not order again. We want them to pick up their product and cease contacting **************************** in all forms of communication.
Business response
01/10/2024
In response to complaint # ********, Our executive supervisor Mr. ******************* has left numerous messages attempting to reach ***************************. The delay in our response is due to not being able to reach the complainant. Mr. ******************* has not received a response back to resolve this matter. Please advise the complainant to contact the supervisor at ************** in order to resolve this matter to the customers satisfaction.
Sincerely,
*******************
Initial Complaint
11/27/2023
Complaint Type:
Product Issues
Status:
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.
Items showed up that have a former employees name as the *** We do not need these items and never ordered them. When called to get a refund we were told "all sales final" and hung up on.
Business response
11/30/2023
Industrial ***** **** & Services *** (ICL) has reviewed the above-mentioned complaint and can provide the following: ***** **** has spoken with the complainant and has agreed to authorize a *** call tag. Please have the customer place the product in a cardboard box and ready for pick up within the next 3-5 business days. Once the product is returned ICL will issue credit.

Sincerely,
*******************
Initial Complaint
11/02/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The maintenance director for my facility has called this company and cancelled services SEVERAL times, asking them not to come back and to stop sending us invoices for products and services that we have not asked for or used. They continue to show up to the building unscheduled and send us invoices in the mail that are "past due." It's been almost two years of this behavior and it seems that they are unwilling to listen and respect our decision.
Business response
11/14/2023
Industrial ***** **** & Services *** (ICL) has reviewed the above-mentioned complaint and can provide the following: ***** **** has spoken with the complainant and has agreed to authorize a *** call tag. Please have the customer place the product in a cardboard box and ready for pick up within the next 3-5 business days. Once the product is returned ICL will issue credit. The account has also been placed on Do Not Call List.

Sincerely,
*******************
Customer response
11/14/2023
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 and the matter has been resolved.

Sincerely,

*************************
Initial Complaint
10/30/2023
Complaint Type:
Delivery Issues
Status:
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.
They send products that were not ordered and when contacted, refuse to take them back and demand payment. They threaten the customer in an attempt to get paid. I removed them from my business years ago. I left that business for a year and a half and when I returned, Industrial ********* was back at it. We will NOT pay for their products. They are more than welcome to pick up the ordered items but refuse and state they do not accept returns.
Business response
11/07/2023
Industrial ***** **** & Services *** (ICL) has reviewed the above-mentioned complaint and can provide the following: ***** **** has spoken with the complainant and has ag**** to authorize a *** call tag. Please have the customer place the product in a cardboard box and ready for pick up within the next 3-5 business days. Once the product is returned ICL will issue credit.

Sincerely,
*******************
Initial Complaint
10/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
3/03/2023 We have been receiving a past due invoice for a shipment of 1 gal of Pine Order Control and 1 gal of Mint Oder Control, that was never authorized, ordered or received. The person whose name is on the invoice has not worked for the company for a long time and the name spelling is incorrect. We are being billed $113.04. We have called and left messages several times, and finally got a hold of a sales rep, after being hung up on, who stated that the product was ordered "due to rooms having order issues". We are an apartment community, *********** and have a relationships with local suppliers, for items we need. Industrial ********** IS NOT one of our verified vendors, so we would not use them for anything!
Business response
11/07/2023
Per conversation, I.C.L was advised the complainant does not have the material. It was agreed a credit will be issued towards the balance owing. A credit will be sent to the customer as well. We have considered this matter resolved.
Sincerely,
*******************
Customer response
11/08/2023
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 and the matter has been resolved.

Sincerely,

****************
Initial Complaint
10/26/2023
Complaint Type:
Delivery Issues
Status:
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.
I received an unsolicited sales call. The associate pitched the product and asked if I would like a sample. The salesperson advised that the batch would have to be special made due to its small size of 25 pounds and that if I liked it then I could order more as needed. The associate claimed that this was a one-time arrangement and that a nominal fee would be assessed to cover shipping and handling. I agreed to pay this fee ONLY! 2 months later I received a shipment of ********************************** September 2023 I received another 50 pound shipment that I didn't order. On 10-26-23 I received another 25 pound shipment that I didn't order. I called the customer assistance number several times and was disconnected or transferred and put on hold several times for over 20 minutes. Upon reaching the associate I was told that this would complete my order and that only 1 more payment would be due. I did not order these items. I am returning the shipments that I did not want and demand a full refund. I paid the prior shipments just to keep the peace, but I am totally over doing business with this company.
Business response
11/07/2023
Industrial ***** **** & Services *** (ICL) has reviewed the above-mentioned complaint and can provide the following: ***** **** has spoken with the complainant and has agreed to authorize a *** call tag. Please have the customer place the product in a cardboard box and ready for pick up within the next 3-5 business days. Once the product is returned ICL will issue credit.

Sincerely,
*******************
Initial Complaint
10/23/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On or close to 04/06/2021 a representative **** from the company talked to an employee trying to sell them Grout Cleaner. Employee A. K. informed them she was not authorized to purchase products nor did the building have any tile/ grout. A shipment arrived at our facility shortly after, the company was called and emailed with no response.Industrial ********* began faxing notices that they were sending us to collection. We decided to just pay the amount and donate the product to a local restaurant. Soon another shipment arrived with a bill stating it was authorized by A.K. who had not worked here in some time. I did speak with representative **** who told me it was the last shipment. I told him I would submit it to billing and see what they wanted to do. At that time a shipment of disinfectant cleaner arrived with my name on it as person who authorized. I refused the shipment and informed the company rep it was not ordered. Today I received a bill for another shipment of tile and grout cleaner that is set to arrive any day now that again was not ordered.
Business response
10/27/2023
Per conversation between Mr. ******************* and ******* it was agreed I.CL will issue a credit towards the balance for invoice # ******. A credit has been emailed to the customer. We have considered this matter resolved.
Sincerely,
*******************
Customer response
10/31/2023
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 and the matter has been resolved.

Sincerely,

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

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