ComplaintsforCintas Corporation

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nicole V********* sales Manager at Cintas location in ******** ********, Address *** ****** **** ********, ******** ***** office phone ###-###-####, cell phone ###-###-#### ok on February 15th I placed an order with Nicole for 6 Shirts ?? and 12 caps I specifically asked her for emblems on the shirts and the emblems colors to post office blue matching the shirts with the letters for the names and logo in red the shirts came back with embroidery instead of emblems and because they didn't get the shirts right the embroidered letters on the Navy blue caps where in black unreadable I emailed Nicole and called her no reply so I called customer service about returning the items they instructed me not to mail the item s back to take them to the ******** office for credit ,they where dropped off to Nancy B**** on 3/9/22 still haven't heard anything from Nicole she finally called me March 15th blaming me for the order being incorrect, I asked for a refund $509.00 dollars ?? that was debited from my bank account on March 5th last time we spoke she said had to speak with her General Manager and I haven't heard anything from her since March 15th.

  Business response

  03/22/2022

  The location's Service Manager, Chris M****, spoke with *** ****** this morning and discussed his direct sale with him. The customer has received products from another supplier and just wanted credit, Chris assured him we would credit his account. His order was placed on the SSR website under the locations house account. Chris contacted Jana R***** and she assisted with getting the credit processed. At 3:52 p.m. Kayla K***** confirmed the credit had been issued. Chris phoned *** ****** and confirmed with him that he would be receiving a credit back to his credit card.

  Customer response

  03/22/2022

  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

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the 2 years and 2 months I have contracted with Cintas Fire Protection to monitor my fire alarms system they have consistently over-billed for contracted services. I was given a quote of $505 to change the backup batteries in the alarm system. Then the bill came for TRIPLE the quote. This price increase was not because of any complications. The install went exactly as quoted. They eventually refunded the over-billing but not until after I pointed it out. On another occasion they double billed my credit card. Had I not noticed they would still have that money. They attempted to over-bill me for the contracted annual inspection- again I had to point out their error. And the contract I signed to monitor the fire alarm is $959 annually, and yet I just saw they charged me $1018 for the year. Four major billing errors in this short of time shows either incompetence at best, or deliberate and criminal over-billing at worst. I asked to be let out of their contract due to their bad behavior and failure to live up to the most basic of standard billing practices, but they said they would charge $1295 for the remaining contract if I canceled. I cannot trust their billing to be accurate and I want to be released from the contract without penalty and a pro-rated refund of the annual monitoring fee already paid.

  Business response

  03/07/2022

  Good Afternoon,

  Please see below responses to this customers issues.

  
  Customer: I was given a quote of $505 to change the backup batteries in the alarm system. Then the bill came for TRIPLE the quote. This price increase was not because of any complications. The install went exactly as quoted. They eventually refunded the over-billing but not until after I pointed it out.

  Cintas Response: Our technician did not note this was a quoted job on his slip and it was accidently billed out at time and material repair for $1,018.06 back in January 2020 and not as a quoted job at $505.94. We credited and rebilled it once he let us know and apologized for the mistake.
  
  Customer: On another occasion they double billed my credit card. Had I not noticed they would still have that money.

  Cintas Response: As for the running the card twice, that was corrected once our accounts receivables center  noticed they had funds in his unapplied cash for this account with no invoice to apply to. The card was accidently run twice on an invoice and once this mistake was caught a refund was sent back to the customer.
  
  Customer: They attempted to over-bill me for the contracted annual inspection- again I had to point out their error.

  Cintas Response: There was a companywide price increase and this impacted his price on an inspection in January 2021. Price increases are outlined in our agreement he attached. See section 5 on the Fire Alarm Test and Inspection agreement he uploaded.  He was a newer customer  sign up with Cintas in December 2019) so we honored the original price from the end of 2019 and had a new invoice in his hands the day after the inspection. Increased price was $280 and his contract price was $250, which we did end up honoring.
  
  Customer: And the contract I signed to monitor the fire alarm is $959 annually, and yet I just saw they charged me $1018 for the year:

  Cintas Response: There was a 6% price increase on monitoring in 2021, which was the first price increase for his monitoring since he signed up in December 2019, the December 2020 price was at his contract amount. We offered him the $59 refund to help calm him down and he accepted. Price increases are outlined in our agreement he attached. See section 1 on the Fire Alarm Monitoring agreement he uploaded.
  
  Customer: I asked to be let out of their contract due to their bad behavior and failure to live up to the most basic of standard billing practices, but they said they would charge $1295 for the remaining contract if I canceled. I cannot trust their billing to be accurate and I want to be released from the contract without penalty and a pro-rated refund of the annual monitoring fee already paid.

  Cintas Response: This was a 5 year monitoring lease he signed up for in December 2019 and wanted to cancel in 2021 and we offered to cut the early cancellation fee in half in order to clear this up and I never heard back from my email in November 2021. See Section 6 of the Fire Alarm Monitoring agreement he uploaded with early termination language. The lease agreement allowed him to have us install fire alarm monitoring equipment and the labor at no upfront cost.  I let him know there was three years left on the agreement, which would be $2,879.63 left in monitoring and the 90% early termination fee of that was $2,591.66. If we cut that in half it would be $1,295.83 and he would then own the equipment and be able to use it for his monitoring moving forward with whomever he chose. We never heard back until this complaint was filed. We have since offered to waive the early termination fee and come pick up our equipment and he accepted. We are scheduled to remove our equipment on March 16th.
  
  Any questions let me know.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company keeps sending bills to an address I no longer own and for an account I closed in February of 2021. The bills keep getting larger. I have called at least 6-10 times since then.

  Business response

  02/23/2022

  This was due to a clerical error in our system.  We have talked with *** ********** and apologize for this issue.  We believe everything has been resolved and *** ********** should not be receiving any additional information.

   

  Again, we apologize for this error.

   

  Thank you.

  Customer response

  02/23/2022

  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.  However, please keep in mind I have been told this before and I still received notices in the mail.  Only time will tell if this has been truly resolved.  
  
  Regards,
  
  ** ******* **********
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Cintas Corporation to clean the bathrooms in our facility in 2019. In order to facilitate cleaning the facility we gave our service rep a key to the facility. When Covid shut down our business, we contacted Cintas to advise that we could not continue the service because the business was closed. Cintas understood and stopped service. A service representative contacted me in the fall of 2020 and asked if we wanted to start service again. I advised the person that we did not want to start the service up again, but to check back with us in early 2021. That rep did not follow up with me, but just started service. I started to receive emails with invoices from the accounting department from Jennifer K. I advised Jennifer that I never agreed to resuming our cleaning services. Jennifer advised that I needed to speak with a customer representative. Finally a customer service representative Nicole R. contacted me to advise that she could not cancel our service based on the agreement we had on file. Nicole did not advise how to cancel the service or procedures to cancel the service. I advised in an email on 2/22/21 to stop any services and to return our facility key. I never received a response to that email. I continue to receive invoices from Cintas from services that we did not agree to. Nicole R. is no longer at the company and we have a new service representative. I left a voicemail for that person back in 11/21 and have not received a return phone call. At this time Cintas has sent our invoices to a collection company. I have previously agreed to pay for 2 August 2021 services as one of our owners signed for the service as he was not involved in the conversations with Cintas and was unaware of the situation. I feel this is more than fair as we still had not agreed to start service again. Cintas also automatically renewed a contract in the middle of a pandemic. We are a small business that was greatly impacted by covid.

  Business response

  02/25/2022

  Communicating directly with Customer.  Key returned and outstanding credits issued.  Concerns fully resolved pending receipt of payment from Customer.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Owner of quick serve restaurant (**** ***) in ********* **. Driven out of business by business climate with COVID epidemic. Closed business on 10/31/2021. Informed Cintas with multiple conversations that ending service August 30th. No services received after that time. Had conversations with Cintas staff that all bills were paid in December 2021. Then at mid January received collection notice $3222.89. Numerous attempts at discussing with Cintas contacts but around in circles with conflicting statements. Main contact says it’s a mistake and we don’t owe anything, but it’s our problem. Then in February s local service manager (Phil S.) suddenly Cintas claims we owe 2 months (~$270). This is the first time this was ever expressed. But could not validate and has not returned multiple communication attempts. But collection agency still asking for exorbitant amount above. We don’t think we owe anything but if we were told we owed $270 back in December and it was justified we would have paid. The entire handling has been extremely unprofessional and extremely bad service.

  Business response

  02/18/2022

  We spoke with the Customer directly and the situation has been resolved.

  Customer response

  02/27/2022

  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

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cintas advertises 2 hoodies that they dont actually sell anymore. They have been replaced with cheaper, less effective hoodies. False advertising. Countless emails back and forth. They wont acknowledge that they have done anything wrong. They advertise ******** style number ****** and call it cintas style number *****. When it shows up, its a totally different hoodie that is ******** style number ******. This hoodie is about 100$ cheaper and they absolutley wont acknowledge it. They just suggest to order it again. The other hoodie that they advertise is cintas style number ***** which corresponds to ******** style number ******. Then what shows up is ******** style number ******. So essentially i order the thick heavyweight sweatshirt and they send thin, inadequate alternatives. Order number *******.

  Business response

  02/10/2022

  Thank you for reaching out!  It appears that the customer had an outdated Cintas Source Book.  The attached will show the garment featured in our FY'18 Source Book and the new Catalog FY'22 where the garment changed design as well as other features.  Please let me know if you have any question or need additional information.

   

  Dayna M.

  Director of Catalog Sales and Operations

  513-972-2509

  Customer response

  02/10/2022

  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.
  
  I order from your website, not a “sourcebook” nor a catalog or any other means for that matter. therefore, it is your website that is out dated. I want to be clear that you have items for sale that you do not have, you have customer service people that absolutely made zero effort to fix this. I was told to just try again and maybe it was just an error, no one said anything then about anything outdated. Still no one on cintas’ end has admitted to anything being incorrect. I just know that i wont order anything else for fear i would further waste my company allotment on more incorrect items. 400$ is alot of money to be spent on inferior products.
  Regards,
  
  ****** *** **
  

  Business response

  02/22/2022

  Hello,

   

  The customer that complained is currently an employee with a Cintas National Account (Nextera).  The item in question is in Cintas' contract with Nextera at the price charged to the employee.  This contract has been renewed since the item was updated. The item was updated by both Carhartt and Cintas back in January 2021, due to Carhartt discontinuing the heavier fabric item.  At that time, the item details on the web were specifically changed to represent the changes with the item.  

  The next time we relook at amending the contract with Nextera, we will address any item price changes (including this one).

  Steve T.

  Cintas

  Director of Operations & Merchandising

  708-280-0099

  Customer response

  02/23/2022

  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.

   

  Before writing this i opened up my account page. I see the price is now at 150$ Which would indicate that progress is being made. The picture still shows the wrong hoodie... Regardless of my employment, contracts, product numbers, out of date source books etc, why is it impossible to say “yes, our website showed a hoodie we dont stock anymore, we will update the web page”. I would have been fine with that. I would have appreciated that. I am a customer who doesnt know the behind the scenes details. I only know that typically, what you see is what you get. Except in this case. I wont be rejecting your next response as im not going to continue this. I will click accept and be done.  

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

• Initial Complaint

  01/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I started a contract to have supplies delivered. I was told I could give it a try and if I didn't like it cancel anytime. I didn't get a copy of the contract. I did finally get a copy, which took me 3+ months to get and it says I have a contract for 60 months. I never saw this I would never have signed this. What I signed up for is nothing what I am getting. They are making me pay $43+ a week for 50 hand towels so I am paying $172 a month for towels!!! I ask to cancel and they pulled this contact up which I did not have a copy of. They are now trying to get me to pay $1,409.41 in order to cancel the service. I have never felt so ripped off. I have had nothing but troubles with the service and it has been h**l. I kept it this long because the last rep was nice and tried to fix all the bad. But when he left the hell has begun again 10 fold and I even have delivery drivers yelling at me. I want this company to go away and am totally shell shocked they think they deserve more money for the worlds worse service which was towels. Do I need to get a lawyer to fight this? I would like some kind of refund for all the hell this company has put me through and for them to remove the ridiculous $1,409.41 charge. I have been trying to fix this for months now and their customer service is horrid. The person that they have me talk to just says too bad you pay for towels or we can cancel and you can pay for nothing. How is this legal.

  Business response

  01/27/2022

  The Branch Manager spoke with the customer.  The issues have been resolved, and they agreed to continue service with Cintas.

  Customer response

  01/28/2022

  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 waived the $1,409.41 fee if I keep the service until June. The service will turn to monthly $20 for chemicals. June 1st I will evaluate if I still want to continue the service. If I continue it will be on a month to month basis. I can either keep the service or walk away without any fees. I now have a new contact so I do not have to deal with the lupe person and the delivery person will be talked to in regards to how he behaves to us.
  

  
  Thank you for helping me in this matter. 
  
  ***** ******
  

• Initial Complaint

  12/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cintas provided soap/sanitizer and paper towels for my restaurant. The service was great for about the first month and then went downhill. They began overcharging by padding their invoice numbers with chemicals they weren't actually providing. Most of the time the driver would fraudulently sign mine or another managers name when making deliveries. The price had doubled in just over a month. As part of my agreement, they told me I could opt out at any time with 30 days notice to my driver. I told my route driver that I was unhappy and wanted to cancel. Never heard back until I get a letter from a joke law firm out of ******* claiming I owe them almost $10,000. This is RIDICULOUS, my service was $30-35/week! I asked for any sort of clarification on the charges and got NO response from Cintas of **********. Jacob and Liam are both snakes who lie and manipulate business owners for their own benefit. I told then I will gladly play for LEGIT services owed but they were NO WAY get almost 10,000 for PAPER PRODUCTS? This company needs to be investigated for their horribly shady business practices.

  Business response

  01/05/2022

  *** ******,
  I apologize for your experience and would like the opportunity to resolve your concerns.   Representatives made attempts to discuss your outstanding balance for services rendered during your weekly service, made multiple calls to collect the balance or to schedule an appointment, and management attempted to stop by your business to resolve any open concerns.  However, after several months with no success to have a discussion or schedule an appointment to discuss your account status, we moved forward with pursuing collections as a final recourse.
  I would like the opportunity to schedule a time that’s convenient for you to discuss a resolution.
  Please contact our office at ###-###-####.

  Customer response

  01/05/2022

  
  
  
  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.
  
  I emailed sales reps and Cintas billing multiple times to try and resolve the outstanding balance. I asked Jacob 3 times to send over valid invoices and a total and was ignored. I emailed the billing department as well and still have no answer to where this ridiculous number is coming from.
  Regards,
  
  
  ***** ******
  
  

  Business response

  01/06/2022

  We’re sorry you refuse to meet with us to discuss a resolution. The offer remains that we will meet with you at your convenience.

  Customer response

  01/06/2022

  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.
  
  I have tried to get an answer from them directly but they refuse to respond to me at the local office.
  
  
  Regards,
  
  
  ***** ******
  
  

  Business response

  01/06/2022

  We have tried reaching out to *** ****** via phone, email and in person and have not been able to connect.  We would like to discuss his issues and provide a solution.  Robbie Poole, the General Manager of the local Cintas operation, can be reached at 

  Robbie P. | General Manager
  Cintas Corporation  
  office ###-###-####
  **** ******** **** * ****** ****** ** *****
  ***************** | cintas.com

  We would appreciate the opportunity to work with *** ****** to find a solution.

  Customer response

  01/06/2022

  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.
  
  Multiple emails have been sent to my sales rep Jake, local billing rep, and corporate headquarters. November invoice shows just over $1000/due yet collections is claiming almost $10,000. Driver (****) was told in person about unsatisfactory service and intent to discontinue service with 30 days notice as per agreement. **** was also told to send a final invoice with ACTUAL charges that were signed off by a manager in charge. Billing went from $37.99/weekly to over $70 with no adjustment to levels. Refills were always charged max even when dispensers were still half full. If invoices can be provided with actual amount due I will remit payment. Cintas has NOT called or responded to emails. They send sales reps masquerading as lawyers to try to scare you into paying their ridiculous (and unjustified) fees.
  
  Liam and Jake make sleezy used car salespeople look like saints compared to their business practices.
  
  If a satisfactory agreement is not met, the situation will be escalated to local media stations with the backing of other local businesses that have been taken advantage of by Cintas of **********
  Regards,
  
  
  ***** ******
  
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We use Cintas for towels, aprons and rugs. Over the last few months they have lost our payment information and we have tried to update it without success. They keep sending us late notices but they do not respond to phone calls or emails trying to update our account. I have called on no less than 10 occasions and left message with Ms. Lee in accounting but to no avail. I am worried they will try to put this on my credit report. I have called the corporate office and they say there is nothing they can do. At present, they are still delivering products but the bill just keeps racking up since they won't let us pay. I believe they are drumming up late charges as well which is highly unethical.

  Business response

  12/21/2021

  We have contacted the customer and provided them with our correct contact information for future payments and removed the late fees.  

  Customer response

  12/22/2021

  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

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cintas adds services without asking. I've repeated asked them not to do this, but they continue to do it and hope I don't catch it. For example: I never signed up for signature air service I never signed up for desktop hand sanitizer I never signed up for urinal mat service. We don't even have urinals I never signed up for signature san service I never singed up for white microfiber wipes I never signed up for Sani bowl clips I never signed up for Sani bowl service I never signed up for signature hand sanitizer stand These are all things that they secretly add on. I am the owner of the company and the one authorized to make changes to our account. We did not request any of this and they've been charging for months.

  Business response

  12/08/2021

  Service Manager spoke to ******** (owner/customer) .  A resolution has been reached and the customer is happy.
  

  Customer response

  12/08/2021

  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.

   

  I did speak with the service manager and he said he would investigate. No resolution had been made.
  
  Regards,
  
  ******** ********
  

  Business response

  12/10/2021

  
  Service Manager reached out to ********(owner of business) Thursday morning to discuss his concerns with billing. The Service Manager told the customer that he would stop all of the incorrect items and perform an invoice audit on his account to issue proper credits. The service team did an invoice audit over the past 5 months and discovered $700 in credits for the customer. The SM reached back out to the customer Friday morning and explained the game plan that was executed. The customer requested that we place the $700 in credits back on to his account to use for future billing. 
  
  The customer requested that we do the same for his second business. The SM assured the customer that this would be completed by Monday 13th  and will place those credits on his 2nd account.
  The customer agreed and was happy during the conversation over the phone.

  Customer response

  12/10/2021

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

  Customer response

  01/06/2022

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

   

  Problem:
  Cintas adds on unwanted supplies. Contacting BBB is the only way they follow through with refunding unauthorized charges. I never authorized bowl clips or urinal mats.
  
   
  Desired Resolution:
  Refund
   
  

  Business response

  01/07/2022

  
  Branch Manager & Service Manager both called ******** (contact who filed complaint) and confirmed this matter has been resolved on 1.7.22 at 1:30pm. This issue stemmed from items that appeared on his invoice that were not stopped in a timely manner leading to a credit due to this customer. The credits appeared in my inbox and were approved today. The contact confirmed there are no pending service concerns with his account.
  
  

*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. ↩