ComplaintsforCintas Corporation

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed up with Cintas primarily for Aprons & towels. Sales rep only showed us the pricing sheet and got it signed during the set up. He never mentioned about the contract or agreement or early termination fee. We specifically asked if there are any terms involved and he said that we can cancel the service any time. Now coming to service, as soon as after first service was delivered we noticed that aprons & towels handed over to us were not washed and had foul smell and invoice pricing seems to be way different than communicated. When we contacted the rep he said that they would take care of it. Same issue again repeated during the second service. From the next service we asked them to stop aprons & later towels as we the quality promised was never delivered. Invoices were never not properly adjusted, despite repeated follow ups & escalations. Fed with the responses from the account teams (sales rep/service manager) after close to three months we said we no longer need the service. Then the services manager brings up that we had a contract in place which was never signed. The service manager sent the pdf copy stating we signed the contract when we asked for termination of services. The pdf copy, then sent by service manager had pricing sheet & credit reference sheet which were shown to us. They looked recent and are clear where as the contractual terms page which was never shown to us was very old. The deceptiveness done by the team was clearly visible in the document.

  Business response

  05/16/2024

  We apologize for the error in pricing when your account installed and the miscommunication with the service model. From our understanding you all have been in communication with our local team and we are working with you to make everything right. We again apologize for the situation and hope you will look at Cintas as an option for your business in the future.

  Customer response

  05/21/2024

  Better Business Bureau:
  
  Cintas came up with proposal to address the additional charges for invoices. They are still working on it. Once the invoice issues are addressed, we would make balance payment and we would part ways and there would be early termination fee. 
  
  Regards,
  
  ********** *** *** ****** ********
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I acquired the services of Cintas services for three small entry rugs for my small business. I worked with a very nice salesperson who suggested I give the service a try and if I don't like it I can cancel at any time. I signed on an electric keyboard without having a contract to review or was provided a copy. I used the service to replace 3 small rugs weekly for over a year. I reached out to Cintas via their online portal in early February 2024 to ask what the process for cancellation was and never heard from anyone. We had a great relationship with the delivery service staff and when I told them I had reach out to the company about the business closing they tried to help, he said they told the managers and continually asked if I had heard from anyone which I had not. The final day of my business operation was March 20th and a day or so before the delivery guys picked up the three rugs due to the company. I received an email from the accounting staff after the March 20th closing date with a final remained payment of $4,000. I responded that the business was closed and that all items were returned. She responded that the account would be transferred to the legal department. I was since charged a few weekly payments after the business closed. I would NEVER have signed a contract for multiple years of service as a small business. I don't know if Cintas mainly works with large companies but the handling of such contracts for small business, especially if they are no longer in operation, and the company (CINTAS) is no longer providing a service does not seem feasible.

  Business response

  05/13/2024

  The location removed the $4,000 buyout charge and left the customer a VM.

  Customer response

  05/15/2024

  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The salesman Tyke L***** lied when he came out to get us uniforms. First the price he quoted as the monthly cost were actually the weekly costs. Then, when I specifically asked about a contract he stated that there wasn't any contract. Now that I am trying to cancel the service they are saying we entered into a 60 month contract with a 50% cancelation fee that is upwards of $12,000.

  Business response

  05/15/2024

  We truly apologize for any miscommunication we provided you and your business. I am happy to hear you were able to have a positive conversation with our General Manager and we are looking forward to coming to a resolution that fits your business needs. Our customers are our top priority, and we look forward to showing you that now and in the future.

  Customer response

  05/15/2024

  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We own a small ********* business - *** *** *** ******** and engaged Cintas from Day 1 to do our facility servicing - ie supply toilet paper, paper towerls, hand sanitizer, cleaning products, etc. The service includes 2 x per month visits to stock up supplies, replace entrance mat etc. Over the last 3 years we have often run out of items (ie toilet paper, hand sanitizer, paper towels) and have had to call Cintas to request service. The frequency of insufficient service becane pretty regular and we called to stop service as paying for something that wasn't happening didn't make sense. We were told we were locked into a 5 year contract and the buy out of the contract was too much for us to take on. Recently, as we ran out of hand sanitizer, we anticipated service which never came. We saw that Cintas was servicing the business next to ours, but never came into our service. The following day, we received an invoice for service with our signature forged indicating that service had been completed, which we knew was not true because we did not sign a service invoice, nor did we receive service. This prompted us to look back on 2 years of invoices which is when we realized that ever few service visits, a signature would be forged, service would be billed, and no service would actually have occured. We immediately tried to contact Cintas which proved to be difficult as they no longer have local offices, so we had to contact their 1888 number. Eventually when we were put through to a manager, they admitted that the most recent service would be refunded and would occur the following day. We noted that this was not the first time this happened and we wanted to be refunded for years of mis-represented service. Cintas quickly responded that we were lying and this was not the case and we would have to prove it. We can clearly prove by the attached documents when Cintas agents have forged our signatures to indicate service at our studio occurred (when it had actually not). . We want to be reimbursed and we want to promptly end our contract with cintas which they have said would be breaching our contract. Despite Cintas forging signatures and charging for services that did not occur, WE would be breaching our contract?!

  Customer response

  05/02/2024

  Since then, Cintas has reached out to us directly and is willing to resolve the issue to our satisfaction but has indicated it will only do so if there is no complaint listed with the BBB. 
  
  Are you able to confirm that none will be listed online and communicate that to Cintas so that we can fully resolve this with them and move on?
  
  I sincerely appreciate your help as clearly your communication with them gave them the nudge they needed to respond to us!
  
  Thank you, 
  
  *********
  

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Monthly payments for a 5 year contract of services starting in 2017. The past year I have not received the services promised. After multiple calls to get the issues fixed taking weeks sometimes monthly to get a response. I decided to cancel my service as I was paying for product that I wasn’t receiving for over a year. When I contacted for cancellation (multiple times with multiple people) they still entered my business without my concern and sent me a bill. When I finally got someone on the phone again they informed me that my contract had an auto renew clause. Then sent me a copy of a sheet that I have never seen or signed. When I inquired for the signed copy they just sent over the copy of the contract that I signed in 2017 with just the 5 year agreement and what services I wanted. This has been going on for now 2 months of trying to cancel. They are now saying that I would need to pay for 50% of the remaining time left on the auto renew contract I was not made aware of and didn’t sign.

  Business response

  05/02/2024

  Thank you for your feedback ****.  I look forward to our conversation on Monday to resolve these concerns.

  Brad

   

   

  Customer response

  05/08/2024

  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.  They have scheduled a meeting to remove their products from my business as well as remove any charges I have on my account. They are also willing to work with me if need be for damages.  
  
  Regards,
  
  **** *********
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a new store less than a year ago. I was approached by a salesman from Cintas. I told him that I was a small business that probably wouldn’t be able to afford to pay for services. That it would be cheaper for me to buy soap and such elsewhere. The salesman did not let up and eventually talked me into signing a contract for minimum services. This included towels, soap, rugs, mops. Nothing major. When we first started getting the bills they were on average $60 higher than we were told they were going to be. After fighting for months, they removed the delivery limit fee (as this was part of the agreement to me accepting their services). At that point, we asked to cancel our account because other things were happening such as our soap never being refilled even though we were charged each visit. Our rugs never getting changed even though we were charged. They also took all of our original towels that we paid for and never returned them. We were told our salesman would contact us for months and we never heard anything. I recently let my bills go late. Billing reached out to me to inquire. I said I wanted to cancel. She told me that our salesman would be in touch. Salesman finally called today (over a month later as our bill still isn’t paid). And told us that I signed a 5 year contact. I was NEVER told it was a 5 year contract. I have been lied to about this, about what we were getting, I’ve been paying for things we DONT get, the list goes on. Now we have been told that we cannot cancel unless we buy out the contract for the next 4.25 years. I am a very small business in a very small town and can’t do that. This isn’t even close to an option. I was pushed into this to begin with.

  Business response

  05/01/2024

  Thank you for making us aware of the issues you are having.  Could you please provide me with the name of the business and a street address so I can look into your complaint?  Thank you.

  Customer response

  05/01/2024

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

  Also would like to add that we want our original towels back or a refund for towels we purchased that were taken and not returned 

  Business response

  05/08/2024

  New account set up with Chef shirts, mops, towels, soap, and mats.  Within a few weeks of new account install request was made to stop Chef shirts which we did and removed invoice minimum charge on account.  Credit was effectively issued within 2-weeks of invoice minimum billing.  Service has been provided on a weekly basis with Eric, Cintas Service Rep, connecting when on site with *****, owner, reviewing products/services provided.  Eric presented ***** with a inventory/frequency reduction proposal for cost savings.  In addition upon receiving BBB statement we connected with ***** via phone and provided more inventory/frequency reduction options to continue service in line with rental agreement while allowing for significant weekly/monthly vendor savings for ******* ******.  Emailed ***** with alternative paper product option quotes as well.  Currently awaiting ******* decision and response on service option he would like to move forward with.  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached documents, first page addresses all issues.

  Business response

  05/15/2024

  We have been working very actively with this customer and met with ******** multiple times. She is very much engaged with us in recalibrating their program so that we can move forward with our business partnership.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cintas sales people showed up to my business unsolicited. They offered to resupply my bathroom products at a reasonable price. I signed what I thought was agreeing to the price of the products and weekly visits. After several months of ok, but not overly impressive service there were several times the Citntas employees showed up unannounced at off hours while I was there alone. It made me feel uncomfortable and the service wasn't really necessary as I was doing it without them before. I politely called to cancel my service, stating for no other reason than it was no longer needed. At first as I was told it would be paused incase I changed my mind. Then a manager named Nicole called and said I could not cancel because I signed an 84 month contract. I asked for alternatives and she said she would have someone reach out to me which never happened. I tried the main headquarters in Ohio with unreturned responses as well. After sending out a letter I did get a delayed response from Nicole offering for me to terminate for around $3000, despite me mentioning that I felt uncomfortable with Cintas service, she chose not to address that issue and encourage me to continue service. I find multiple aspects of all this somewhat predatory and I do not wish to continue service and feel like $3000 is an unreasonable resolution. I think Cintas should allow cancelation of unsatisfied service, and I feel as though they make getting the service super easy but getting out super difficult. I have my correspondence on this issue started weeks ago and I am now reaching out for other solutions

  Business response

  05/06/2024

  We are working closely with the customer to accommodate the needs of this business and we are updating our terms of our service agreement to better fit this particular circumstance. Micah H***** will be working with the Service Manger over this account to ensure this situation is taken care of. 

  Customer response

  05/07/2024

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

  I have not been contacted for a resolution other than by Nicole S**** which her 2 suggestions are pay $3000 or continue to use Cintas, I find neither of these acceptable. Considering I told her I did not feel comfortable with Cintas staff doing the service I find it inappropriate for her to suggest continuing service, therefore I did not feel the need to respond to her inquiry. 

  Business response

  05/08/2024

  We are working closely with the customer to accommodate the needs of this business and we are updating our terms of our service agreement to better fit this particular circumstance. Micah H***** will be working with the Service Manger over this account to ensure this situation is taken care of. 

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Payer # ********. Sales rep mentioned if we don't like it, we can cancel it at anytime. Rug and urinal fresher was installed Dec 2023. We paid $138.21 for December. No service was provided in January, bill came, why pay? No service in February, March, and April. However, their technician called March 18th, to reschedule the service appointment. I mentioned no service was provided in prior months, we don't want your service, cancel it. Cintas is a very dysfunctional service provider. Only use it for the first month in December 2023 and not heard from them until March 2024. Really? Very dysfunctional at best. Your FILTHY rug and empty urinal refresher are still in the male bathroom, remove it please, pictures attached. Remove all charges for the services you DID NOT PROVIDE US, all 2024 charges. If you don't provide the service, you don't get paid.

  Business response

  04/29/2024

  Cintas has urgently met with ******* ******* regarding their service.  It was identified by the General Manager that there was a communication gap in what hours Cintas was permitted to service the site.  All open items brought up by the customer have been satisfactorily resolved.  Thank you for the opportunity to service your business. 

  Customer response

  05/02/2024

  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

  04/12/2024

  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,
  
  ***** ******
  

*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. ↩