Complaints

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

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• 

  Cintas Corporation

  6800 Cintas Blvd. Mason, OH 45040

• 

  Cintas Corporation

  6300 Seaforth St Baltimore, MD 21224-6520

• 

  Cintas Corporation

  3951 Dartmouth Ct Frederick, MD 21703-7816

• 

  Cintas Corporation

  200 Apollo Dr Chelmsford, MA 01824-3620

• 

  Cintas The Uniform People

  500 S Research Pl Central Islip, NY 11722-4415

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:02/28/2023

  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.

  1/30
  Met with Jesse a sales rep about dropping our current Linen provider (Rags, mops, rugs), with the possibility of switching to paper products and chemicals in a few months once we ran out of our current supply and after seeing the quality of service. A few days later we went over the contract and we signed knowing it would take up to a month to start service.
  Three weeks later after not receiving a contract or any other contact with Jesse, I reached out through email and text and got no response. A week after that (2/28) a Cintas service guy came in to replace soap and paper towel dispensers, our chemical station and a few other things. Things we did not agree to have replaced and start receiving products from cintas. I finally got a hold of Jesse about it and told him we did knot agree to have any of that done and they needed to replace everything they took down. I still have not received a copy of the contract and I called his manager and have not heard back. They made no effort to make an appointment for install I feel because Jesse switched the contract terms. He was arguementive on the phone I asked that we just cancel the contract right now and let it being a learning experience for both of us as I was not happy with the service as one reason and feel it’s just shady business practices I want no part off. As of now they are putting back all of our dispensers and will be in contact with cintas management tomorrow.

  Business Response

  Date: 03/27/2023

  Spoke to **** agreed there was miscommunication on both sides with
  the understanding of the products that they were agreeing to.  She was
  under the impression they were just receiving floor mats and towels but she
  signed up for those items plus soap, mops, and air fresh service. 
  During the install she did not want any of those other
  products and then said she didn’t want to do business with us as she felt we
  were trying to give her items that she did not agree to, when it was actually on the paperwork that was signed. 
  I apologized to **** for the lack of communication
  during the sales process, and explained that was not our way of getting business started with a customer. 
  We did have a delay in the process as the orders were in process but we didn't communicate that to her, which we should've done. 
  We informed her that we would cancel her service agreement
  and she would not be billed for anything due to the lack of communication on
  our end. 
  **** was very relieved and agreed
  to withdrawal her complaint to the better business bureau. 

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:02/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This a complaint regarding my Company ********** cooking Lab in *** ***** **********.
  We started service with Cintas a year ago in a new location and we had multiple problems during this year. The main problem is for the months of February, March, April, September, October and November. Cintas never delivered services and materials but they billed us anyway and collect payments. We try to contact the company multiple times. I personally had face meeting with 5 different managers. They claim the service was not provided because the delivery driver resign without informing how to deliver to our restaurant and when. I have no clue if this is true but the they all say they'll proceed to credit the account and fix the problem. Nothing was done. I got no money back for a service that I never receive. We requested copy of delivery statement signed but they were not able to provide it. We open multiple times an official complain but no one ever answered. We asked to close the account as our contract allow us to do it we have complaints not resolved for more than 30 days and no one ever answered. Basically any issue never receive an answer. We are still receiving deliveries completely wrong or not receiving at all but we get billed anyway. No one really cares to fix the problem but we can't even close the account, we are just get stoled the money for non existent billings

  Business Response

  Date: 02/20/2023

  We met with *********
  to discuss his frustrations and to ensure he has direct contacts locally. For
  the next month, we will adjust service times to ensure he and the SSR agree on
  expectations moving forward. Additionally, his billing concerns are in process
  of resolution.

• Initial Complaint

  Date:02/10/2023

  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.

  This company is a fraud. They have their customers sign a non binding contract and holds them liable for 30 months! Will not accept cancellation of service and provided a contract that is old and not up to date!

  Business Response

  Date: 02/17/2023

  We have reviewed this submission from our Customer and
  always appreciate feedback to help us improve.  We have scheduled a meeting with our Customer upon her return from
  travels where we will commit to an amicable resolution to this matter. 

• Initial Complaint

  Date:02/08/2023

  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.

  I used Cintas for my businesses. Over a roughly six month period, we had weekly issues at both businesses with Cintas service. We emailed and called to resolve the missed service, missing supplies, overcharging, and unprofessional communication. Our first representative did not respond for multiple weeks. At first, the white woman and white man tried to blame the black delivery driver for all the issues. How we, the issues were larger than what one driver can control. I told them it was not her fault and it was the fault of management for not communicating with us and with their drivers about their customers supply needs. We got a new account manager who promised the service would get better in the next two weeks. That did not happen. We informed them that we have tried for a very long time to improve the service and have received poor customer service and resolution. We said that we’d like to terminate services immediately. They threatened us with charging our card for years even though we gave them ample time and opportunity to make changes. They are threatening their lawyers on us and I don’t think this is fair when we have them 6 months to improve the service with no improvement. We paid roughly $50/week for business #1 and $100/week for business #2. They committed to provide us towels, aprons, cleaning solutions, mats, paper towels, and toilet paper as per our order. We were not delivered the necessary products as per our order and the delivery was inconsistent. At times, a random person not even working would deliver our items. Sometimes our driver changed and they were not aware of what our order was.

  Business Response

  Date: 02/22/2023

  We spoke directly with ****** – owner of **** ******/Black
  Turtle. She expressed some early concerns regarding the installation of the
  account, along with some challenges during peak season in the summer. They had
  increased needs, unfortunately we failed to respond quickly enough in certain
  circumstances and communication did meet their expectations, as we experienced
  turnover in service reps. We were able to eventually address a majority of the
  concerns when our Key Account Manager- Sean C***** got involved, but much of
  the damage had been done and ****** had opted to contract with Aramark in two
  of her stores. I expressed our sincere apologies for the negative experience
  and explained our commitment to earn their business back. ****** is open to
  future opportunities with her upcoming locations in ****** ***** *****.
  Additionally, she is going to purchase items direct from our catalog. We take
  ownership over the situation and are committed to maintaining a positive
  working relationship.

• Initial Complaint

  Date:02/07/2023

  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 has been deceptive about the products in which they represent since our contract inception.
  It started with an outside salesman that was unfamiliar with the products that he was tasked to lease out and has continued throughout our time with the company.
  From being charged for damaged items that were no fault of ours, garments arriving in tattered condition, rags and other service items being so contaminated with oil and solvents that they're unusable in our circumstances.
  I've gone round and round with our service representative just trying to resolve overpayments, our bookkeeper has spent hours trying to recover credits and have them applied to our statement.
  I've contacted the General Manager through certified mail and gotten the blow-off along with promises that haven't been met, including a buy-out agreement for the garments that we have on lease.
  The amount of time that my employees have to spend "baby sitting" this account to ensure that we're not being overcharged is completely unfair.
  The garments themselves are poorly constructed with unfinished seems from the waist to the hem. The fit is sporadic at best.
  The invoice cost continues to escalate each month even though we're not adding additional services.
  I feel that the fair thing for Cintas to do is terminate this contract ASAP, I've asked for this within the certified letter to Phil Adamson the General Manager for our local branch.

  Business Response

  Date: 03/10/2023

  Our General Manager responsible for this territory has made contact with the Customer.  We have open communications, including some options for the Customer to consider in efforts to resolve any issues.  We are motivated to work with our Customer to bring this to an amicable resolution.  

• Initial Complaint

  Date:01/26/2023

  Type:Order 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.

  On 1/28/22, Rosa H met with me go over Cintas. She assured me that my bill would never be over $80 a month & we agreed on biweekly servicing. She did not tell me that it would be a 60 month long contract. I asked her what the cancellation policy was & she said, “you can technically cancel whenever you would like without penalty if we are not providing you the services agreed upon today, or if it is just not working out for you”. I have had several instances of incorrect billing when services were not provided with incorrect amounts. I have several email chains documenting some of these occurrences that did not get fixed for several months. I also have evidence showing multiple occurrences of a terminated driver charging us when he did not service us. ******* and **** Watanabe (service manager) agreed to make sure my monthly charges were reduced to under $80 a month & have monthly services if I decided to not cancel. I said fine & gave them another chance. More billing inaccuracies happened in Sept and Oct. I told them that one of the chemical pumps had fallen off the wall, & that some chemicals had solidified. I never received a response from ****. Those dispensers did not get fixed for 1.5 months. In Nov. I started getting service charges above $80, three times in Nov. We weren’t even open on 11/25/22 when we got charged. In Dec. we were charged twice over $80. On 12/12/22 I reported that our dish detergent dispenser was leaking a lot. I was assured it would be fixed. The guy came out 3 times over the course of a month. It is STILL leaking as of today. On Jan 6th I had a phone/text conversation with **** & he said I was not being charged for January servicing. I was then charged three times in Jan. and confirmed we did not even receive service this month. We are once again being charged incorrect amounts for services not rendered. I have emails and texts for almost everything above, and have tons more that happened that I do not have space to write about.

  Customer Answer

  Date: 02/20/2023

  They have corrected the issues. 

• Initial Complaint

  Date:01/26/2023

  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 consistent problem for us regarding billing. They used to keep our credit card on file to auto bill monthly, but once every year or so, their system would kick out the stored credit card, stop billing us, not notice for months, then have their driver tell our employees that we were in arrears, and we'd have to resupply the information. They admitted they had this issue for years. Finally, a few years ago, they said they were changing their billing practices, and boy, what a mess. I have emails where I literally begged them to send me invoices and all they would send me were year to date statements. All internal communications went unanswered. I told them I couldn't pay without invoices, and after months of begging for invoices, they finally sent the driver in with no delivery, but a hand delivered invoice! He proceeded to tell our employee that we didn't pay our bills, so no more product. Fine with us! Several weeks go by, and we set up service with a new company. Cintas went as far as sending in a new driver, attempting to deliver, claiming to be the new company, but our employee new better and refused it. Finally, a supervisor came, apologized profusely for all of the issues, collected all the old Cintas items, and we were all done right? Wrong! A few months go by, and some poor new sucker is assigned to old accounts like ours. He hears us out, supplies us with an alleged contract which has one of our signatures, with no date, an alleged driver's signature in different ink with no date, an an alleged supervisor (?) on top, with a date, in different ink. In tiny, obscure lettering in part of the form, it mentions something about 60 months. This was their claim that we were under a relatively new contract. This made no sense, because our little, tiny company had been doing business with them for decades, and we had no contract and were never told we needed one. Also, with a date added in different ink at the top, anyone could add that at any time they wanted to. We provided Cintas with copies of communications we had already sent them regarding the need for invoices, and were completely ignored. We had communicated with them countless times, (my guess would be at least a dozen) but Cintas wised up, and forced customers to contact them via internal communications therefore it is difficult to prove just how much one has attempted to get a hold of someone to achieve something as simple as receiving an invoice. (These internal communications went ignored, except for auto responses stating they received a communication from me, but they would never respond beyond that.)
  In the industry, Cintas has managed to attain the worst reputation imaginable with their horrendous billing practices, and sneaky ways of upcharging clients in already bloated invoices. And after garnering this reputation, they've spent a great deal of time flooding the internet with positive information about themselves in order to bury the truth. Don't fall for it. Ask anyone who has ever used them for any length of time. Theyll tell you what we are telling you: Cintas is threatening us with a bogus claim of a bogus contract, saying we owe them thousands of dollars for services that were never rendered, nor wanted.

  Business Response

  Date: 02/01/2023

  We
  reached out to ***** with *** *** ***** on 1/30/2023 to discuss the concerns
  she brought to our attention through the BBB. We take these types of situations
  very seriously and greatly value our customer relationships. We have worked
  through her concerns and have taken the feedback provided to ensure a world
  class customer experience in the future. We have verified with ***** the action
  taken has satisfied the concerns she had and we look forward to serving *** *** ***** in the future.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:01/26/2023

  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.

  The initial conversation in our sales meeting in September 2022 was misleading to say the least. The sales representative, Elisabeth, never made a mention of a contract, the length of the contract, or a single detail pertaining to an operating agreement. The message delivered upon our initial conversation was that I would be able to complete a "trial" to gain an understanding of what supplies and inventory would be necessary for my small business. Upon which we could evaluate and make more informed decision after the trial period of a month. I would never in my right mind sign a 60 month agreement knowing my business's lease agreement ends in 24 months. I also did not recieve a copy of this agreement until January 2023, 4 months later only due to my 8 weeks of jumping through hoops to make changes to my account. The service and service billing is often incorrect and inconsistent. It is also delivered and modified autonomously without my consent.
  I am requesting immediate termination of this contract due to the foul practices of sales, service and product fullfillment, customer service, and legal language that ultimately preys on small business's such as mine. My account is current and in good standing. Let me repeat I want to terminate my service agreement, not modify, so if a representative decides to contact me, it should only be to provide proof of termination without penalty (i.e. "buy out") or contact information for my legal team.

  Business Response

  Date: 01/31/2023

  Our local team has
  come to a resolution with the business regarding their concerns.

• Initial Complaint

  Date:01/20/2023

  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.

  I had let Cintas notice in October 2022 that I wanted to cancel services. They continue to charge me no matter what I said, and they continue to charge me today. I do not want their services any longer. I would like a refund from my account since October 2022. As you can see, every request I have to refund or cancel out, this employee keeps ignoring. This is for **** *********. **** **** **** ********* ** *****

  Business Response

  Date: 01/26/2023

  We have contacted *** the owner of **** and discussed the complaint that she filed. She is selling the business on February 1, 2023, and wants to stop our service. We have agreed to terminate the agreement between Cintas and **** effective immediately so that she is able to sell the business without any liability to Cintas or our agreement. 

• Initial Complaint

  Date:01/20/2023

  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.

  I contracted with Cintas on 4/19/21 prior to moving to our current location. (I finally received a copy of my contract until 8/15/22 via email). My 1st invoice was on 6/21/2021 for initial set up. Right away there was complications. I was charged for mats I didn't receive (4x6 logo mats). I only received and wanted (2) 4x8 which were received. As time goes on, I get charged for mats that were already mine that I had bought years ago at an auction, long before I moved to this current location. Items I don't ask for, get left and I get charged for. And, there's items I do ask for that aren't left, and get charged for. Invoice ********** dated 5/23/22 I was left dust mops when not needed and had a bunch of new ones from a prior visit. I was charged for a soap service quantity (3), but was only left (2). Was charged for a bucket of wipes that was not received. Because of the chronic complications, I requested to the drivers and too customer service that the driver check in at the front desk, and there would be a list of exactly what I needed and asked it be the last Monday of the month. That happened once. After that, the driver would come in (and the driver wasn't consistently the same driver all the time), weekly or every other week, did what they wanted as far as leaving product and changing mats, then leave an invoice at the other side of the building on a door that was storage. I was being charged for replenishment fluids that were completely full! Those fluids were put into place for when our restaurant was open (which wasn't until 9/12/2022). Now Cintas says I'm in default of my contract and charging me for invoices I haven't received: ********** and invoice ********** dated 6/20 & 7/18/22. I have no reelection or invoice to show any service was received. I have cases of product I didn't ask for and want returned. I was told with the initial salesman that I was able to change what was needed and receive it when I needed it. This was done on a tablet and no copy of the contract was provided at time of contract completion.

  Business Response

  Date: 02/06/2023

  I met with the owner, *******
  *******, to resolve any issues.  She wasn’t aware that she was in a 60
  month agreement based on the fact that she never got a copy of her agreement
  and states that she wasn’t told.  She now has a copy and after explaining
  to her, she understands our business model of why we have term.  I also
  don’t believe she fully understood how a rental program like Cintas
  worked.  Where we don’t just drop everything on her invoice off to her
  each delivery and we more manage the inventory.  Some inventories were off
  what was needed and I was able to build her a new program utilizing the
  majority of the products that she had before, tailored to her new
  location. 
  
  She has 4x6 logo mats and there are 4x8 logo mats on the
  bill.  I made this change and corrected.  She also stated that she
  had floor mats that she owned and bought from an auction years ago that we
  mistakenly took.  They did say Cintas on them.  We had a discussion
  about how easily that could have been a mistake, especially if our name was on
  the mats and had a different SSR at the time.  The floor mats have been
  returned and that has been solved. I also have not included those in the future
  program.
  
  The 3 invoices in question were already written off  and I explained to her that we would draw a line in the sand and start
  fresh.  She did question whether she got serviced at all because she had
  no delivery tickets for those invoices and was missing product.  I stated
  that I wouldn’t get into a back and forth, however skipping stops is an offense
  punishable by termination at Cintas and I have never seen anyone that would
  take that chance.  We will require signatures moving forward.
  
  The chemicals (replenishment fluids) were set up long before her restaurant was open.  She
  disputed charges for a long time without ever using the product.  Again,
  we wrote off bad debt that was not paid, so I got her agreement that we are
  drawing a line in the sand and starting fresh.  I was detailed in making
  sure the inventories were correct for her cleaning habits and gained her
  agreement.
  
  I came up with a new program and she will be signing a new
  contract with us.   She seemed to be happy with all issues addressed
  and resolved.

  Business Response

  Date: 02/06/2023

  I met with the owner, *******
  *******, to resolve any issues.  She wasn’t aware that she was in a 60
  month agreement based on the fact that she never got a copy of her agreement
  and states that she wasn’t told.  She now has a copy and after explaining
  to her, she understands our business model of why we have term.  I also
  don’t believe she fully understood how a rental program like Cintas
  worked.  Where we don’t just drop everything on her invoice off to her
  each delivery and we more manage the inventory.  Some inventories were off
  what was needed and I was able to build her a new program utilizing the
  majority of the products that she had before, tailored to her new
  location. 
  
  She has 4x6 logo mats and there are 4x8 logo mats on the
  bill.  I made this change and corrected.  She also stated that she
  had floor mats that she owned and bought from an auction years ago that we
  mistakenly took.  They did say Cintas on them.  We had a discussion
  about how easily that could have been a mistake, especially if our name was on
  the mats and had a different SSR at the time.  The floor mats have been
  returned and that has been solved. I also have not included those in the future
  program.
  
  The 3 invoices in question were already written off  and I explained to her that we would draw a line in the sand and start
  fresh.  She did question whether she got serviced at all because she had
  no delivery tickets for those invoices and was missing product.  I stated
  that I wouldn’t get into a back and forth, however skipping stops is an offense
  punishable by termination at Cintas and I have never seen anyone that would
  take that chance.  We will require signatures moving forward.
  
  The chemicals (replenishment fluids) were set up long before her restaurant was open.  She
  disputed charges for a long time without ever using the product.  Again,
  we wrote off bad debt that was not paid, so I got her agreement that we are
  drawing a line in the sand and starting fresh.  I was detailed in making
  sure the inventories were correct for her cleaning habits and gained her
  agreement.
  
  I came up with a new program and she will be signing a new
  contract with us.   She seemed to be happy with all issues addressed
  and resolved.