Business Profile

Uniforms

Cintas Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Cintas Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

241 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

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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:01/30/2024
Type:Billing 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.
After several issues with this company (billing errors, delivery and service issues, refund issues) we tried to discontinue their services. Initially we were told it was month to month basis and there was no contract. As soon as we attempted to opt out of their services and product they claimed we signed a 60 month contract. After several attempts we finally received a copy of the “contract” just to find out that someone signed in our place. They committed fraud and are now threatening to take me to court if I don’t pay $8,200 to breach the fraudulent contract. Made several attempts to contact business with no reply or any help.
Business Response
Date: 02/29/2024
After conducting a thorough and detailed investigation into the allegations, Cintas determined that the conduct complained of in *** ******* complaint is not an accurate representation of the dealings between Cintas and *** ***** and ********** ****, and at no time did Cintas violate any of *** ****** consumer protection laws. Nevertheless, as a good faith gesture and in the interest of resolving *** ******* complaint, Cintas has informed *** ***** that it has terminated the agreement between Cintas and ********** **** and refunded the credit that remained on the account.1 Cintas has also retrieved all Cintas property from *** ***** and ********** ****.
Customer Answer
Date: 02/29/2024
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
Date:01/20/2024
Type:Billing 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.
Received bill from Cintas Corporation in ******** **, (******* ****). Billing reflects that payment is past due for $34.51. Spoke with representative regarding uniforms some months ago in 2023 and was informed by representative that I did not have sufficient credit for services from this company at that time; so therefore I have never received any services from this company, but continue to receive past due billing statements from this company charging for services that I never received.
Business Response
Date: 01/24/2024
*** ********* was contacted by Denise R************, Accounts Receivable Supervisor. *** ********* was notified that his account balance was being credited. Denise apologized for the confusion on behalf of Cintas and *** ********* stated that our resolution closes this issue.
Customer Answer
Date: 01/31/2024
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,

****** *********
Per phone call from customer 1/30/24 this complaint has been resolved.
Customer Answer
Date: 02/23/2024
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,

****** *********
Problem:
I have already talked to you guys on this matter and to which you guys have told me that my account with Cintas is closed as of 1-07-2024. Now I have received another bill from them for 34.51 to which you can see in the attached file below. It is dated 01/31/2024. I have sent an email informing them of this error and no response from them. They claim this is the bill from last October or November when called but it was dated this year not last. I have no bought anything from them, I do not have an account with them, so I would love to know why I am still receiving bills from them.

Desired Resolution:
Explanation of Charges

Business Response
Date: 02/23/2024
Denise R************ spoke with *** ********* via phone this afternoon (2/23/24) and explained that the credit was processed on 2/1/24 and that his account is now clear with Cintas.
Customer Answer
Date: 02/26/2024
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,

****** *********
Customer Answer
Date: 02/26/2024
In 30 days when I do not receive a bill in the mail, I will accept. Until then, I do not accept anything from them. I would like to see my account deleted out of their system that way an "error" or "mistake" with their computer can not be made. After both these things are verified then I will accept. Thank you for your time.
Initial Complaint
Date:01/18/2024
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.
Continuing problems with Cintas has caused me to request release from my contract. I have had numerous conversations with Management and the very best they will offer me is "buy-out" of the contract, meaning I will need to pay through the rest of my contract that ends in 2027. This is completely unreasonable. I have attempted to give them as they say "one more chance" on way more than one occasion and we are at a stalemate. I am completely dissatisfied with this company and cannot believe that they would force me to continue to be a customer despite my repeated problems and requests to be released from my contract. My last conversation the manager said I would be receiving "World Class Service" however, I still have not even received the product that was in my contract for over a week, then another manager asked if I wanted the product. My response was, well if I don't receive it you will continue to be in breach of contract. He did deliver half of my order, still not everything...and yet I am again forced to remain a paying customer. It is beyond comprehension. I would never force a client to remain a customer if they were dissatisfied. Terrible. I would absolutely not and actually passionately discourage anyone to become a customer of Cintas.
Business Response
Date: 01/19/2024
Better Business Bureau Complaint #******** was received at location *** - Cintas **** **** on Friday morning, January 19th at approximately 9am. Response to note on Friday, January 19th include an onsite visit from Branch Manager and Service Manager at approximately 1:30pm with Owner, ****** ***** to discuss the status of her account. Owner, ****** cited miscommunication during a recent market realignment that led to service concerns. Currently, no service issues are present as product was delivered by supervisor earlier this week. ****** stated she has yet to receive requested pricing on her aprons/towels. This information was sent to ****** via email on 1/19/2024 at 2:34pm. Follow up meeting between Branch Manager and ****** is scheduled for Tuesday, January 23rd to include her team member, ******.
Initial Complaint
Date:01/18/2024
Type:Order 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.
Misleading and deceptive business practices originating during COVID pandemic.
Customer Answer
Date: 01/18/2024
Our family owned ******** service company has been in existence since the 90's and has dealt with Cintas for majority of the years with no issues. During Covid they seized an opportunity to take advantage of us as I now learn they did to so many other small businesses.
Within a 3 month period when other businesses were either shutting down or downsizing, our long time manager retired due to pandemic, his replacement was diagnosed with condition which would take his life only months later, and the owner of our business passed away. It is at this point our Cintas rep decided to present and invoice to one of our shop workers, not an office manager/receptionist/owner/etc but someone who happened to be around that day, and had them sign. Unknown to him or any of us but this was actually a contract extension for another 5 years ! Our current contract at the time, from March 2017, was barely over 3 years old and had 21 months remaining.
There was no just reason why this was done much less why so deceptive or misleading or premature.
When we attempted to non-renew in early 2022 is when we were informed of the "extension" which bound us to another 5 years. We have attempted to abide by this although immoral and unjust it was yet no longer have any use for this. We had 28 employees prior to Covid and down to around a dozen when they seized their opportunity to lock us in again.
I finally received call from area manager today, Scott L******, after months of hounding our highly unethical and evasive driver Chase F. His answers floored us. He actually stated that in the middle of 2020 in the onset and height of the pandemic, that his company actually became proactive is seeking out renewals from their customers, although years premature, in order to "save us money". If you notice the attachments I do not see any savings in the few items they do itemize with a price. He also stated he had to worry about his business and could not just let customers out of contract for no just reason. Considering the "contract' was in and of itself a clever con and not in anyones best interest but Cintas, I would venture to say Cintas has bigger problems than they care to admit.
Please note the difference in contracts/extensions attached. The older clearly had office managers signature/date on one page and was clear as to what it was. The second was only presented with second page and contains signature of shop worker who was told he was merely signing for delivery. Coupled with the premature and abnormal timing, deception in presentation of "invoice" to unauthorized employee ( note he has always dealt with office manager/personal prior to this )
We wish to discontinue any and all service with Cintas immediately. We are paid up current to date and will be at time of cancel. Please do the right thing and close our account. In a perfect world you should atone for your wrongdoings and apologize publicly to all the customers such as our small business whom you took advantage of under the guise of "helping". Shame on you.

Customer Answer
Date: 01/26/2024
Good morning. Can you please add this file to my complaint along with message below.
TY

Note: I find it so very insulting above all else that for months I have not been able to have this "manager" contact me or visit me to discuss yet now he is insisting on an in person meeting to "determine the next steps toward resolution ".

What a pathetic excuse for a "manager". Again-we want full cancel and to be done with Cintas and it's deceptive practices.

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

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

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

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

Office Phone: ###-###-####

Mobile: ###-###-####

Email: *********************

*******************
Business Response
Date: 01/31/2024
A meeting has been scheduled for January 31, 2024 at ******* **** * ******* in ********* between Cintas General Manager and complainant to discuss the matter and its resolution.

Customer Answer
Date: 02/02/2024
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.

See attached.

Regards,

***** *******
I do not accept response made by Cintas.
TBH their response was nothing more than having the local GM preach on Cintas'
good nature and how their goal is to help their customers. Driver was present but
was not freely permitted to answer questions pertaining to his actions although he
was allowed to regurgitate a quick response which was clearly scripted halfway
thru the sermon.
NO ONE present, driver, GM, nor the other individual from Cintas present, could
give any explanation why the contract renewal was presented to our office as
"needing to be signed" when it clearly did not expire for another 20 months. Our
position has not changed- Driver clearly took advantage of a vulnerable family
business which was struggling due to Pandemic, loss of staff, loss of business, and
death/sickness of two key personnel and the retirement of the third. Driver
presented "renewal" under false pretenses to non-mgmt team member and
misrepresented the contract expiration date either by misstatement and omission.
38 years we were loyal to Cintas. But the Cintas we were loyal to is no longer one
of morals and ethics and is severely lacking in character. Admittedly the pandemic
did affect Cintas' bottom line however that is no excuse to prey on the weak and
vulnerable to cushion the blow to your pocketbooks. We all took a hit and moved
on. We did not cheat nor game the system.
Again, shame on you Cintas and your sales and retention strategies to lock your
loyal clients into premature and never-ending contracts and renewals.

Customer Answer
Date: 02/09/2024
Cintas Complaint Additional Info

At conclusion of meeting with Cintas GM and other rep on 1/31/24 as I was bidding farewell, I expressed to Rusty F that I did not want driver Chase F to deliver to my business while this matter was being dealt with. I was very clear- additionally stated I don't want Chase back on my property. Evidently he didn't take me serious bc he has come to my business twice since.
Pretty sure there is nothing in any of the Cintas contracts, the older original one we signed purposefully in 2017 nor the one in 2020 that Chase passed off to my team deceptively, that states any obligation to use a particular driver.
Dishonesty may be a character flaw but his failure to atone or acknowledge sho** he has no character at all.
The courtesy of a reply, and not from the local troop, would be greatly appreciated and expected.

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

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

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

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

Office Phone: ###-###-####

Mobile: ###-###-####

Email: *********************

*******************
Business Response
Date: 02/09/2024
When this customer called in to the
Cintas Customer Service Department on 1/12/2024 at 15:49:23, a Customer Request
Form (CRF) was created and sent to (CF) the Service Sales Representative (SSR)
and a copy to the Cintas Service Manager, (SL).
The CRF said “customer needs the service manager over this account to
please call him to discuss his expiration and discuss service”. CSR (Customer Service Rep) Notes: “Emailed
SM. Please call ***** ******* at xxx**** to discuss his expiration date on his
agreement. It is customary to have our
SSR (who visits the customer each week) attempt to handle any questions or
requests from the SSR’s customer. The
SSR, (CF) spoke with **** some time prior to 1/16/24 when the SSR (CF) closed
out the CRF with “#Close – Spoke to *****”.
(CF) exchanged a text with **** at 10:15 AM on 1/17/24 saying “Hey I’m
at y’all office. Will you be coming in
today? I can come back if needed”. The reply came back “Tmrw   And it’s not a negotiation. This service will be dc”.

The following day, 1/18/24 (CF)
received another text from **** saying “Is your manager going to contact me
today? If not send me address for legal
service”. Service Manager, (SL) called ****
the same day (1/18/24). In that call
**** told (SL) that Cintas had taken advantage of ******* and had been immoral
by taking advantage of the business during Covid 19 and that Cintas had gone
behind their backs to get an agreement signed and that **** had been up the
previous night reading about complaints against Cintas on the internet. **** insisted that the agreement had a lot of
time left when the new agreement was signed.
(SL) told **** that he disagreed that the SSR (CF) had done anything
immoral. **** claimed that “my business
was struggling, barely keeping the doors open” at the time the new agreement
was signed. (SL) explained that it
appeared that Cintas had lowered the pricing on the agreement and that when new
terms are negotiated the service agreement is renewed with the new pricing and
for a new standard term. (SL) also
offered to re-look at all of the products and services to try to achieve
additional savings.   **** continued to
claim that what Cintas had done was shady and immoral and (SL) disagreed saying
that “we will have to agree to disagree about that”. **** asked for names and addresses that he
could send a legal letter to. On 1/18/24
General Manager of Cintas (RF) received an email from the Executive Assistant
(LD) with the notice of the BBB complaint with the first information that ****
first filed in the complaint.

(SL) debriefed on 1/19/24 with the
General Manager of Cintas (RF) explaining the accusations and the verbal
exchange that he had with **** the day prior.
(RF) took notes of the conversation with (SL) that morning which were
referred to in formulating this response.
On Friday 1/19/24 (SL) emailed the following to ****: “I would like to
set a time for us to meet in person to discuss everything concerning your
account with Cintas. As we discussed, I also have some ideas for
immediate savings for you. One can be implemented immediately - we can
reduce your service charge since your overall services are considerably smaller
than they were when the service charge was originally set while you had quite a
few uniform wearers versus your current scope. I am making an immediate
change to your service charge, reducing it by $xx. You will realize
savings monthly of at least $xxxx.   I am not waiting until we meet
to implement this cost saving plan since my availability for a meeting with you
will be delayed a week because I will be out of town on business next
week. Please let me know a couple of days and times that you would be
available during the week of January 29 to February 2, 2024 so that we can meet
in person to discuss the entire matter. I look forward to meeting with
you”. Seven minutes later **** replied
via email saying “Absolutely not acceptable. As I stated I will not settle for
anything less than full cancellation of contract with no further obligations as
it would have been already over with had it not been for your companies
deceptive underhanded premature "renewal" as you lable (sic) it. I have filed with BBB and once response
received from your corporate will either have account settled or proceed
legally”. Sixteen minutes later (SL) replied to **** – “I understand your
position on the matter. In order to best determine how to proceed in this
matter I would appreciate the courtesy of a meeting in person to discuss the
entire matter to determine from there what the next steps would be toward
resolution. We certainly do not prefer a legal battle and I believe that
the best course at this juncture is for an open dialogue. I reiterate my
request to discuss the matter with you in person.” Two hours and 25 minutes later, at 4:17 PM
**** replied “You are making this way too difficult and I am pretty confident
how to proceed”.

On Friday January 26, 2024 at 2:46 PM
General Manager (RF) called **** and set a tentative appointment to meet with
**** on Wednesday 1/31/24 at 11 AM. ****
said that he intended to have his attorney, *** * participate in the call by
telephone and wanted to confirm availability.
(RF) followed up the phone conversation with an email at 4:28 PM saying
“Thank you for taking my call this afternoon and for agreeing to set up a
meeting for next week to discuss the Cintas Corporation service agreement and
related matters. We have agreed tentatively on 11:00 AM next Wednesday
January 31, 2024 at your offices. You
indicated that you would check with your attorney, *** **** in ********* for
his availability to participate via telephone. Please confirm once you
are able that our proposed meeting time will work for everyone”. At 4:35 PM **** replied “As I mentioned to you
and to your Corp office rep there is only one outcome we will settle for and
that is complete termination of any dealings with your company. Don’t waste our
time with this meeting if you are not in a position to do so”.

On the morning of 1/31/24 at 9:30 AM
(RF) sent a text to **** asking “Are we confirmed for our 11:00 Cintas visit
this morning?” **** replied – “Never got
response to my email Friday at 435.
Respond first and I will let you know”.
(RF) replied “Sorry, the email did not seem to require a response from
me. As I recall, you were going to
confirm that *** * could be on the phone telephonically. I will send you a response to the
email.” At 9:40 AM (RF) replied via
email stating “As the General Manager of Cintas, I have the highest
authority. I look forward to our meeting at 11 AM on 1/31/24.
Please confirm the appointment. Thanks”.
**** replied “TY” and the meeting was confirmed.

On 1/31/24 (RF) and Key Account
Manager (VA) met with **** and were joined by the SSR (CF). **** had a camera set up, aimed at the Cintas
managers and apparently the attorney’s office was receiving the
transmission. **** was coy when asked
who was on the other end of the camera and never really answered this inquiry
directly. In this meeting, (RF) went
through the history of each prior agreement between Cintas and ******* showing
that on average a new agreement had been executed around the 3.5 to 4 year
interval of the then current agreement.
It was common practice to renew the service agreement in this time
interval. (RF) pointed out that the renewal
agreement that was signed by **** ********* Superintendent. It was further clarified that the renewal
agreement of 7/22/2020 executed by Cintas’ SSR (CF) and *********
Superintendent (**) was done in conjunction with a lowering of Cintas prices between
11%-12% on both the uniform services as well as the floor mat services. (RF) claimed that It was proper, reasonable
and expected that when pricing terms are renegotiated that a new service
agreement reflecting those changes is executed.
The price reductions were confirmed to have been granted by reviewing
the invoices from that time period and were fully in conjunction with the newly
signed service agreement.

(RF) asked **** who **** (who signed
the agreement) was? According to ****
“He was a machinist who is no longer here”.
(RF) – “Did he have any management responsibilities?” **** – “No, he did some purchasing for
jobs”. (RF) – “what was his title?” **** – As far as I know he didn’t have no
title. He was a lead CNC /
Programmer. Superintendent crap, I have
no idea where that came from – no record of that anywhere around here, no
business cards nothing.” (RF) “so it
surprises you that he would have denoted that as his title on there?” **** – “we were trying to survive and this
was slipped in non-chalantly”. (RF) –
“what makes you believe that?” **** the
second page didn’t look like the first one.”
(RF) – What exactly … articulate for me exactly what we did wrong”. **** – “I don’t think the renewal was
presented properly as a renewal.” (RF) –
Have you asked ****, who signed the agreement about all of this?” **** – “yeah, sent him a message”. (RF) – “What did he say?” **** – “Didn’t ask him specifically” (RF) – “Why wouldn’t you? He’s on the record of having signed something
for your business. Why wouldn’t you ask
him that directly?” **** – That’s
something that we’re not going to cover right now but it will be addressed”.

At this point (SSR) (CF) fully
explained how he had his normal interaction with his weekly contact person (he thinks
it was Christine) and when he presented and explained the new service agreement
to her she said that she could not execute that and that he needed to see ****
whereupon she walked (CF) across the hallway to the office where **** was. (CF) then went through the same information
with **** as he had with Christine, explaining the agreement to **** and ****
executed the renewal at that point, supplying his title in the blank on the
form as “Superintendent”.

(RF) spoke with the one remaining
uniform wearer just prior to meeting with **** and the wearer talked about how
much he loves the uniform services, values it and really appreciates having it
because he is a father of three step children and not having to worry about his
clothing is a real relief. (RF) relayed
the story to **** and explained that the business has a legitimate need and
offered to reduce the services to a bare minimum beyond the price reduction on
the service charge that was done prior to this meeting. (RF) explained that it would be a win-win to
supply a needed service and also save the company money while allowing Cintas
to complete its legitimate service agreement for the time remaining until
expiration. **** rebuffed this offer and
continues to insist on canceling the service completely. (RF) asked him to sleep on it and that he
would do the same and we could revisit it after both parties have a chance to
reflect further on it.

With no further communication between
the parties, **** updated his complaint on the BBB site two days later on
2/2/24 indicating that the response does not resolve his complaint. He claims that the response was nothing more
than having the GM preach. He indicates
that the driver (SSR) (CF) was present but not freely permitted to answer
questions pertaining to his actions. In
fact, (CF) participated freely and relayed exactly how he remembered all of the
interactions to have occurred. **** was
free to ask (CF) any question he desired and (CF) was free to talk as much as
necessary. In no way was he restricted.

**** claims that “no one present could
give any explanation why the contract renewal was presented to our office as
needing to be signed when it clearly did not expire for another 20
months.” This is refuted above in the
considerable discussion in the meeting of 1/31/24 where the complete
explanation of price reductions connected with the renegotiation of the service
agreement were thoroughly explained.
Cintas takes serious issue with the questioning and accusation of not
having morals and ethics, and claims that it is lacking in character. On the contrary, Cintas takes its Corporate
Culture extremely seriously, holding an annual meeting to discuss our culture
and specifically the “Spirit We Share” wherein EVERY Cintas employee-Partner
signs our Spirit poster that among other things states “HONESTY AND
INTEGRITY IN EVERYTHING THAT WE DO: We
do not cheat each other, our customers, or our community. We give honest answers and an accurate
accounting of ourselves.” It is
frankly insulting to have these false accusations leveled simply to try to get
out of a perfectly legitimate agreement that was an arms-length open and
transparent negotiation and agreement with a manager from ******* to whom
Cintas was directed to have the contract discussions with. It is also telling that the person who signed
the agreement ****, although no longer employed by *******, shows his title on
Linked-In at two different intervals as “QA Supervisor/CNC Machinist” and “QA
Manager/CNC Machinist”. It is apparent
that because he was in a management position at the company, that is why (SSR)
(CF) was escorted to him to execute the renegotiated agreement on 7/22/2020.
Customer Answer
Date: 02/12/2024
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.
GM is adding no new facts nor any info of substance. Based on the copious number of other similar complaints against Cintas ( on the BBB site alone ) it is apparent that customer retention, not satisfaction of its customers, is the standard. Cintas can be offended or upset all they want- if they truly placed their customers at the forefront then they would allow this business arrangement obtained under pretenses already noted to be cancelled.
Again we respectfully ask to have our service with Cintas terminated with no further communication nor obligation.
For the record : GM recited his tale of our lone employee who so appreciated his uniform service because has 3 step children......Well his name is **** and he asked me to correct you- he has 3 CHILDREN, NOT Step Children. Apparently a big difference.

Regards,

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

Business Response
Date: 02/22/2024
Our apologies to **** for misunderstanding that **** has three CHILDREN. The point, of course, is that he expressed his appreciation for the uniform service. GM of Cintas (RF) reached out to schedule a lunch to discuss the fact that Cintas has decided to end its demand to complete the service agreement in an expression of goodwill and appreciation of the very long term business relationship between the two companies. Unfortunately ***** was not able to accommodate the request (which is fine). Cintas sent a Service Supervisor to ******* on Wednesday 1/21/24 to pick up all Cintas merchandise. To our surprise, Cintas was asked to allow ******* to use the uniforms for the rest of the month as they had assumed that the end would be at the end of the month. Cintas will serve the uniforms through the end of the month of February 2024 at which time a settlement will be made to reconcile that all uniforms issued or the current replacement value for said material have been returned in good and usable condition or the replacement value of same will be charged.
Customer Answer
Date: 02/23/2024
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,

***** *******
1. GM sent me this text on 2/14:Good Morning *****,  Are you available for lunch next Wednesday 2/21/24?
I did sleep on it as promised and I would like to bury the hatchet in light of the many years you were such a loyal customer.
2. I replied on 2/15: I honestly do not have the time to sit down again - last meet got us nowhere. Email me confirmation of our account being terminated say at end of month and we can be finish with this nonsense
3. I received no further communication whatsoever from GM afterwards.
4. On 2/21 a Cintas van was backed up to my front door and an unknown individual began removing floor mats from my business. He did not check in to the office, ask permission to enter, or inform anyone as to what he was doing. I was summoned by an employee and I approached the Cintas person who really didnt say much but thats not the point-his entry was rude, unprofessional, and unauthorized. Yes I did request he leave my sole employees clean uniforms as a courtesy since mr. RB ( GM ) did not have the courtesy of replying or reaching out to me to confirm what situation was.
5. Rep removed 9 mats- I emailed several times but have received no reply to confirm/deny but according to my bill we only had TWO Cintas mats being leased. We did have others purchased years back but ARE NOT serviced nor cleaned nor are they the property of Cintas.
6. Cintas has a full time dedicated staff that handles customer issues/complaints just like this one. And apparently they stay extremely busy. We however are simply trying to run our business and be done with Cintas baloney. Just want an answer and a resolution for the mats they removed that should have remained as well as receipt for the ones they took justly.
7. Seriously- Cintas thinks it's ok and justified to enter someones place of business with no notice nor permission and simply walk into their production area and begin removing property ???????? That is simply mind blowing !
I will require a response from Cintas specifically on this aspect alone.

Business Response
Date: 03/07/2024
Cintas Service Supervisor, TG
was on the Cintas truck and visited this customer on 2/21/24 with intentions of
picking up all Cintas merchandise and discontinuing the account, the intentions
that had been communicated to ***. When requested to allow the uniform
wearer to keep the uniforms one final week, TG acquiesced and left the uniforms
but picked up all available Cintas merchandise, which included all Cintas mats
with the Cintas property mark on them and also a uniform rack.
It was always customary for
the Cintas Service Sales Representative to enter the building at will to
service the account. In fact, in the ensuing week, the SSR (because of
the feedback in the prior notes) knocked or rang or otherwise presented himself
for admission to the business in a new way and although ** was not present, the
workers who were present questioned why he actually did so rather than just
entering as had always been customary. (This is also the way virtually
all Cintas customers are serviced by our uniformed professionals). He
explained the feedback that had been given to Cintas by ** of ***(via this
communication string on this site).
Cintas rental mats are specifically property-marked and owned by
Cintas, not the customer who rents them. Cintas does not sell these types
of mats to our customers and further additional investigation was done after
the latest communication posted on this site to additionally confirm that no
Service Sales Representative presently serving this customer and also
previously serving the customer had in any way sold or conveyed ownership of
Cintas' property to *** contrary to Cintas practices.
Cintas has attempted to preserve the goodwill by allowing *** to
stop the services and has expressed its willingness to not pursue the rest of
the obligation in force under the present service agreement. This is being done
in an expression of goodwill in recognition of the thirty-something years of
business relationship and the
difficult economic business environment that this business and
the community is and has been facing.
On 2/28/24 the account was stopped when all uniforms were
returned to Cintas.
Customer Answer
Date: 03/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this is nothing more than more selection and lies. We requested and never received any formal notification of final disposition of account other than what they wrote here.
But we are done with Cintas and will consider this a life lesson in the fact that while some businesses may brag on their morals and ethics and customer care not all actually adhere to them.
TY

Regards,

***** *******
Initial Complaint
Date:01/12/2024
Type:Product 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 purchased 4 shirts on 12/7/2024 when I got home I realized they were the incorrect size, I followed protocol and emailed Cintas stating I wanted to return them, they said as long as they weren’t on the clearance rack, which they weren’t.they told me I needed an appointment, and then never responded to give me an appointment, then they sent a return label in which I sent the shirts back. I followed up on that and another issue I had and they addressed the other issue but not the return, when I sent another email to follow up on the return they told me they can no longer do refunds, because all sales are final and that was not so at my time of purchase, there was nothing stating that, I have an email with the 30 day return policy and the emails between myself and Cintas rep. They will be attached
Business Response
Date: 01/22/2024
Ashley B***** - Catalog Manager - has been in touch with caller, *****. She told her that we would issue a refund check for her purchase. ***** agreed to remove complaint.
Customer Answer
Date: 01/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, on 1/16/2023 I was contacted by Ashley that a check was issued and I would receive the refund by the end of the month. I am still awaiting the check.

Regards,

***** ********
Initial Complaint
Date:01/11/2024
Type:Order 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.
Cintas sales rep came met with me in July 2023 to discuss some services for the bakery we about to open. The rep first contact my partner, and my partner ask me to meet with the rep. On the day of the meeting, the sales rep falsely representing the service multiple occasion, which was later found out from the Cintas service representative. Sales representative promised us multiple time that there is no contract agreement on this, we can try it out and if we don't like it we can cancelled anytime. this was confirmed multiple times, hence I proceed with trying out the service. after starting the service, we ran into multiple issues with the service, example, service not provided but charged. no support from the Cintas company on questions. so we decided to cancel the service after two months of attempting. Cintas decided to contact me in December 2023 with ta meeting setup in Jan 2024. On the day of Jan 2024 meeting, we found out we signed the contract for 60 months, with my partner signature, name and a random email, which she never signed and with a documented email that is not belong to my partner... Now we are stuck with a 60 months contract through a fraudulent signature... Cintas said they can’t do anything about the 60 months since I signed the contract, but they used my partner name and bogus email…Cintas cannot provide an agreement with my signature that they say I signed. I felt this is a scam and fraudulent in my ways to get someone on board and screw them consumer in many ways. If we knew the contract is 60 months, we wouldn't not have sign up for the service, as our lease is only for 2 years. Cintas is now using an agreement with fraudulent signature to make us use their service.
Business Response
Date: 01/30/2024
We have re-signed and agreement with ***** at Bread and
Butter after thoroughly explaining the Cintas service agreement and
pricing/frequency of all items on their account. ***** and Anh (owners) seem very happy with the outcome and
are looking forward to continuing business with Cintas.
Initial Complaint
Date:01/11/2024
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.
Cintas representative represented a savings and did not represent that you couldn’t get out of their contract till they got two of my buildings signed up
And I couldn’t afford their service.
Business Response
Date: 01/17/2024
The customer was lost
due to non-payment in December. After several attempts to collect, with no
response, the customer was sent to collections which led to the BBB complaint.
The GM then decided to de-escalate the situation by stopping collections from pursuing
and crediting back the invoices that occurred during the dispute. The location
will continue to coach the sales team in providing real expectations for a
Cintas program and the location will see certified letters as opportunities to
make value building inputs to their customers.
Initial Complaint
Date:01/10/2024
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.
Cintas has attempted to charge our business for services we never agreed to.
Cintas has claimed that our business is liable for the remainder of the contract that the business that was at the address prior to our purchase has agreed to.

Cintas refuses to remove their equipment from our property even after being informed that we did not wish to retain there service and that the were not allowed to continue service at our property. When we initially requested to have the items removed the contact continually stated that he needed to speak to his manager and then claimed manager ordered him to leave all equipment/materials at our property and continue to provide service.

We received none of the services on the invoice provided.

I informed the contact that he must contact me to set up a date to retrieve his equipment/ materials. I informed the contact that if he returns to the property without my permission he will be considered trespassing and the police will be called.
Business Response
Date: 01/16/2024
Local GM spoke with the
Customer. The issue has been resolved.
Business Response
Date: 01/16/2024
Local GM spoke with the
Customer. The issue has been resolved.
Business Response
Date: 01/31/2024
Branch Manager left
voicemails for Customer – invoices issued in error and are in process of being
credited. If any additional assistance is needed, please don’t hesitate
to contact him directly.
Business Response
Date: 01/31/2024
Branch Manager left
voicemails for Customer – invoices issued in error and are in process of being
credited. If any additional assistance is needed, please don’t hesitate
to contact him directly.
Customer Answer
Date: 01/31/2024
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.
A Branch Manager from the Cintas co left a 2 voice messages stating that I would not be liable for any invoices and that the invoices where issued by mistake and would be removed.
I do believe that the local managers attempted to force my new small business into a contract using false information and threats. I hope that this area can be monitored to dissuade this type of actions against future small businesses.

Regards,

**** *****

Customer Answer
Date: 01/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21117816, and find that this resolution is satisfactory to me.
A Branch Manager from the Cintas co left a 2 voice messages stating that I would not be liable for any invoices and that the invoices where issued by mistake and would be removed.
I do believe that the local managers attempted to force my new small business into a contract using false information and threats. I hope that this area can be monitored to dissuade this type of actions against future small businesses.

Regards,

**** *****
Initial Complaint
Date:01/05/2024
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.
We opted for Cintas in late 2021, which turned out to be one of the most regrettable decisions for our company. Their customer service was severely lacking. They consistently failed to deliver the products we ordered, leaving our business without essential items while still expecting payment for invoices. Moreover, they raised their rates without prior notice. Despite our attempts to address these issues, their unresponsiveness persisted. Frustrated by their service, we eventually decided to issue a 30-day cancellation notice.

However, instead of acknowledging our dissatisfaction, Cintas threatened us, citing the contract we had signed. Ironically, this very contract acknowledges the provision to terminate services if unsatisfied with their performance—a sentiment we had expressed for a prolonged period due to their inefficiencies. They breached the contract by unilaterally raising prices, delivering incorrect products, and refusing refunds.

This company has now escalated matters by involving their legal team, seeking an exorbitant $16,000 from us. Their lawyer has been aggressively contacting our restaurants in pursuit of payment, which is both shocking and unprofessional. We've never encountered such unethical behavior from a service provider. Furthermore, they updated the contract without the owner's knowledge, adding to their questionable practices. The entire management team is awful. Under no circumstances should you sign the contract or consider working with this company in the future.

In essence, Cintas' actions have been unjust, and their relentless pursuit post-cancellation is not only unacceptable but also points to their disregard for ethical business conduct.
Business Response
Date: 01/10/2024
Hello,
Per our conversation, thank you for working with me to come to a resolution regarding your concerns. As discussed, if you have any questions please feel free to reach out to me directly. Thank you for bringing this to our attention.
Initial Complaint
Date:01/04/2024
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.
Cintas has been a pain to work with since we became the transfer owner of my Pure Barre 4 years ago. The former owner had the service in place and a new agreement was never signed by us. They never checked stock levels of our paper towels, toilet paper, soaps, and trash bags and we would have to pay additional fees because they would have to make an additional trip. This past year of 2023, we’ve had 3 reps (******* **** & ******* F**) They forged our signatures on multiple deliveries and on multiple occasions had to catch their errors for products they charged us for but didn’t deliver. We reached out to the supervisor Bruce P***** 10/11/23 for additional information on a contract and he never responded. We had a paper towel dispenser that was broken and held up by scotch tape for 6 months (I have texts to my rep *** dating back to 9/11/23) that they refused to fix because a “new signed contract” needed to be in place. I emailed to cancel 2 weeks ago and no one responded for days. Finally, a supervisor *** contacted me and said he would get back to me after the holiday. Today I reached to ******* who sent me ***** info. *** said the original contract (that I didn’t sign) had a clause that would renew if not canceled for the original term. So we were now on the hook for another 5 years of service with them and to cancel would require a buy out. He said if we didn’t pay, he threatened legal action.

Cintas is such a fraudulent company. Do not sign up with them - they not only don’t fulfill what they’re supposed to do, they lie make it difficult to cancel their poor service business!

To resolve this, I would like to end service with them immediately and arrange for them to pick up their (paper towel, toilet paper, & soap dispensers) immediately and not waste anymore time with phone calls or requests for in person discussions to try to save the sale. That ship has sailed.
Business Response
Date: 01/05/2024
I (****** ****** Cintas General Manager) spoke to ******* ***** this morning in regards to her experience with our service. In addition to apologizing for this experience, I assured her that our services will be cancelled, due to her request, and that any product or dispenser will be picked up on 1/8/2024. ******* was thankful for the resolution and appreciative of the conversation.
Customer Answer
Date: 01/16/2024
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,

******* *****
Follow up on ID ******** -

* Has the company addressed the issues of this dispute?

What

Yes, GM, Steven called and apologized for the poor service.

* If an offer of resolution was made, has the company fulfilled the proposed offer?

Yes, he canceled the contract out and picked up the dispensers as requested last Monday 1/8/24.

Thank you,

*******

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Cintas Corporation is NOT a BBB Accredited Business.