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

  PO Box 9188 Baltimore, MD 21222-0188

• 

  Cintas Corporation

  15 Eisenhower Dr Westbrook, ME 04092-2002

• 

  Cintas Canada Ltd

  410 Old Vernon Rd Kelowna, BC V1X 4R2

• 

  Cintas Corporation

  P.O. Box 141, 126 Van Luven Road Napanee, ON K7R 3M3

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:12/07/2022

  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.

  My small business has been overbilled 8 times in the last year. Instead of invoices coming every 7 days, they will often come 6 days apart, resulting in a higher per unit cost than what is agreed. For every seven times they short a company one day, it equals a week of rentals to them at the customers expense. I am a very small business. If they are doing this to all of their customers...this is potentially a huge class action for false billing.
  In the last 18 months, the prices for 3 items has more than doubled, yet I have signed a 60month contract. What is the point of the contract if not to assure the customer they are signing up for something they can count on? Inflation aside, one item has quadrupled from $5/wk to $20/wk. If I try and have my contract changed, they re-instate a fresh 60 months, essentially locking me in to a contract loop that would never end.
  I have sent an email to our customer service lead with all of the dates and all of the invoicing errors and he has not responded to my email. There is no General Manager listed anywhere on any documents or website that I could contact about this, yet my contract says I have a right to contact them. Essentially once you are signed up, there is no way to reach out to anyone via email or telephone besides your sales rep and the billing department, all of who cannot help you or choose not to respond to your emails.

  Business Response

  Date: 12/19/2022

  Good afternoon, our local Branch Manager (Mr. T*****) has tried several times to reach out to the customer with no success. He has left voicemail and sent emails and even stopped by the store but has not made contact with *****.

  With regards to the issues that were listed in this complaint we can answer here but Mr T***** would still like to speak to ***** in person.

  My small business has been overbilled 8 times in the
  last year. ** This is inaccurate. We have credit card receipts to
  verify that we have not deviated outside our 52 weeks billing per year.

  Instead of invoices coming every 7 days, they will
  often come 6 days apart, resulting in a higher per unit cost than what is
  agreed. For every seven times they short a company one day, it equals a week of
  rentals to them at the customer's expense. ** With auto enrolled credit
  cards we bill the day of the service. The dates that were in question were
  mainly around holidays where days were pushed forward or back based on the
  delivery schedule.

  I am a very small business. If they are doing this to
  all of their customers...this is potentially a huge class action for false
  billing. In the last 18 months, the prices for 3 items have more than doubled, ** In August of 2022 the service frequency changed from weekly to monthly
  resulting in a higher per unit price. Overall, this change to monthly resulted
  in savings on her monthly spend (one invoice instead of four). 

  Thank you,

  Customer Answer

  Date: 12/19/2022

  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 work off site, Monday to Friday from 7am to 5pm. I do not have one single call or message on my phone. 613-919-1145. 

  
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 12/30/2022

  The Branch Manager sent an email to ***** on December 21st with a purposed plan of action, but he has not heard back from her. 

  Please reach out to Matt T***** by phone so he can speak to you directly about your account and we can come to an agreement.

  Thank you,

• Initial Complaint

  Date:12/06/2022

  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.

  We have services with Cintas (rug/mats, hand sanitizer, soap, paper towels, and toilet paper). This is a monthly service that we are billed for. We did not receive services for the 2 months straight and I have been billed for the services with no resolution. I called and spoke with two different people on two different occasions about 2 weeks ago ( Cassie N******** and Susan S******). They both stated they would reach out to my servicing rep and have them get back to me. I also reached out via online and the same thing was told to me. Finally last week I received a call from a guy with Cintas and informed him that we are out of supplies due to not being serviced for 2 months straight. He asked me if we received services on the following dates: 10/10 and 11/7. I told him we have not seen any one on either of those days. We are a healthcare facility with operating hours, and no one has been out. He told me out next schedule visit would be on December 5th and he would check into the two above dates (10/10 and 11/7) because it shows we got serviced. December 5th comes, and a new service provider shows up and successfully restocks us. I am wanting to be credited and not billed for October and November because services were not rendered.

  Business Response

  Date: 12/09/2022

  I am the general manager here at Cintas that services this customer. I spoke to ******* on 12/9/2022 to make sure all of her complaints had been resolved. On 12/8/2022 the Service Manager and Key Account Manager spoke to ******* to resolve her complaints. They credited off both invoices in dispute and made sure they are set up for their deliver expectations. ******* did verify that is accurate. I reassured her the invoices were credited in full and she is set up for her scheduled delivery. I gave her my number if she needs anything else. She thanked me for the call. 

  Customer Answer

  Date: 12/15/2022

  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,
  
  
  
  ******* Taylor
  

• Initial Complaint

  Date:12/05/2022

  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.

  We have been customers since 2017. In the last year and a half, we have had issues with our account. Charges on our biweekly invoices that we never received services for, charges we never agreed on, we purchased a logo mat that hasn’t been swapped out for a clean mat in well over a year. We’ve had many occasions when rugs were swapped out where the rugs were left damp and rolled up in a closed-up truck so they smelled like mold and mildew.
  We’ve had instances where the person who came to swap out rugs took care of the ones in the front lobby but missed the remaining ones thru out the facility. And when we tried to call the local center, we were told a driver would show up and didn’t show again until our next service date.
  
  
  We were told that per our contract we need to file a certified letter to Cintas and give them the opportunity to “provide a solution reasonable to both Cintas and the customer” and if Cintas is still unable to do so, we may terminate the contract. This is the first time we’ve received this document from Cintas. We submitted the certified formal letter of complaint to Cintas on 11/14/22. We received proof of delivery from USPS that the letter was delivered on 11/21/22. We have emailed as well since then. We are back to radio silence. Yet they are still invoicing our account.
  During the meeting with ********** *********** & Cintas, we were told by ***** that if we want to terminate this contract, we are further punished by being required to take more time out of our busy schedules to write this letter to see any results for a service we are actively being charged for but severely undelivered on, is preposterous. Or we have the option to pay $4,000 to cancel our contract. We’re being held hostage!
  This is no longer a functioning business relationship to us and therefore we feel we have no benefit to having Cintas as a service provider. We have no interest in keeping the contract or a business relationship with Cintas.

  Business Response

  Date: 12/19/2022

  I spoke with one of our contacts at this customer – *******
  *****. They had called in with some service concerns several weeks ago and I
  alerted ***** that he needed to get out there to meet in person. Once he
  completed his visit, he shared with me that he was working on getting the
  issues corrected – he changed their service to monthly and adjusted the invoice
  minimum. Unfortunately, there were more concerns from the customer that did not
  get addressed. This customer is on one of our open routes which is the source
  of the concerns.  
  
  After speaking with *******, I have offered complimentary
  services for an extended period to help rectify the situation. I do know he has
  already purchased their own mats and refuses to look at additional products and
  services with us at this time. I plan to follow up with him later this week to
  revisit the offer of free services and will continue to work to salvage the
  relationship. It was an amicable conversation and he appreciated my follow up.
  
  L
  
  
  
  

  Customer Answer

  Date: 12/20/2022

  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. 

  The business has agreed to cancel our contract and close our account, which at this point is exactly what we desired
  
  
  
  Regards,
  
  
  
  ********** ***********
  
  

• Initial Complaint

  Date:12/02/2022

  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.

  Cintas raised their prices by more than 25% after only 6 months into the contract. I had 10 days to reject the price increase, which I did via email. I requested the address to send my certified mail rejection letter on 9/12/22. After calling and emailing multiple times, I received the address and mailed the certified letter, three months later! That means the clock started ticking only two weeks ago when it should have started in September! Ever since, they have been charging me the increased prices for approximately 3 months and is still not corrected. I don't think it's fair to hold back the address to send the certified letter. My sales rep told me that if I was not happy, I could get out of my contract with no resistance from Cintas and that they wouldn't do anything to hurt a small business. I have returned all of their equipment and sent a final payment, per the original contract prices. They have now stated that I will be obligated to pay 50% of remaining contract weeks. This is unfair, and they are now threatening to send me to their legal department, when I've done all I could to meet their terms.

  Business Response

  Date: 12/08/2022

  We have contacted the customer and the issue has been
  resolved.

  Customer Answer

  Date: 12/09/2022

  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 don't understand this response. Nobody has talked to me from Cintas or communicated that. Please tell me how did this got resolved ?
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 12/14/2022

  Customer confirmed receipt of resolution
  communication.  Desired settlement request has been honored.

• Initial Complaint

  Date:11/29/2022

  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.

  I would like to terminate my contract for the towel service. I feel that the continued inadequacy provided to me at my location is more than enough reason to immediately terminate my contract. Furthermore the poor customer service and flippant employees have made a lasting impression upon me. I am completely and utterly dissatisfied.
  
  Whoever is responsible for the management of my account should be held accountable for this disservice that they have provided me. I am including a list of grievances within this letter and would hope that each and every one that is included is addressed in a swift and concise matter, which would be comparable to the amount of money I have wasted with such a wanton company.
  
  First of all I would like to address the complete and seemingly purposeful lack of communication that I have with whoever manages my account. The communication disaster was the fact that James, who supposedly manages my account, is by all means unreachable. Every single time I have attempted to contact James I have been told he has a Covid, a death, or some type of excuse gotten me literally no where.
  
  I have a towel service with them and they constantly send in “new” towels that smells, has brow dirty stains, and it’s so worn out that it’s holding on by a thread.
  
  I’ve been trying to cancel for months and no one gets back to me. And now that they finally reach out they said that I can’t leave my contract because it’s on “auto renewal.” Why would a contract be on auto renewal. Anytime I talk to a rep, the person who drops off the towels it’s always a different answer.
  
  Businesses beware that this company does not care about your business. And will always find a reason for you to stay with them. Look elsewhere. It’ll be cheaper to buy towels anywhere else and toss them and more sanitary.

  Business Response

  Date: 12/05/2022

  We have been in contact with the customer and have reached an agreement. Thank you for bring this matter to our attention.

  Customer Answer

  Date: 12/06/2022

  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

  Date:11/27/2022

  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 first and formost problem with this company is that they literally do nothing! We have to wash our own rags because they cant show up like they are supposed to and when they do show they literally do nothing but change out rugs. Ive contacted their customer service in the past regarding this and when i called back to follow up on my complaint i was told by customer service that the rep had advised them he had handled the problem with me already which isnt the case. Then when they came in in 2019 to the store i manage they had asked me to renew a yearly lease and even discounted items they provide so i would renew and now that the guy who had already done fradulent things by lying about my complaint call being handled and is no longer there is saying I signed a 5 year contract with fluctuating terms that dont favor my store at all!...No one not even a monkey would sign a contact like that. They are awful dont waste your money

  Business Response

  Date: 11/29/2022

  We apologize for any
  inconvenience. We have visited with ***** and Cintas will evaluate their
  current program with their participation and make any account changes which
  they are requesting.

• Initial Complaint

  Date:11/17/2022

  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.

  On 4/19/22 I contracted with Cintas for uniforms for our mechanics. I chose this company from the 3 I had come for quotes because we were told by the salesman that they would custom measure so everything fit correctly. Their idea of a custom fitting was to hand them a piece of paper that said what size do you wear. Since starting the service, we moved offices. Once we did that, we were charged for rug delivery that was stopped before the move on 6/22. They kept charging for the rug weekly even after telling the driver week after week it needed to be fixed. 8/29 is the invoice when it finally stops being billed. 2 months! The uniforms, that were not custom measured, did not fit so we were charged $1465.00 to change out the wrong sizes. Sizes that were wrong because the guys were never measured. Getting a refund was a nightmare and took months. After asking over and over for the driver to get someone to call to try and fix all of the issues I got one call that was to be followed up with refunds and corrections, that never happened. Now we are once again being charged $423.00 for fire retardant jeans, which we stopped because the fit was not right and went to a standard pant. Charged over an over for more inventory. I keep being told that they are understaffed (aren't we all), that people have left and new people are getting acclimated, etc, etc. I have never dealt with a company that values a customer as little as Cintas does. The fact that I have to do this to try and even get a response should tell the company something. Every week I tell the driver that I still have not heard from anyone and every week I am told that a new person will reach out. No one does. The account has been a nightmare since we started. The charges are just put on bills with no explanations. The credits we wait for never materialize. Then, new charges for exorbitant amounts appear. The lack of response by anyone from this company is the most frustrating thing.

  Business Response

  Date: 11/21/2022

  We met with **** on 11/18/22 to review all of her concerns. She was frustrated
  that we were not doing a better job of explaining the charges she gets. We agreed to start from scratch and move forward. She now has her service manager and general managers direct contact information so in the future she has a local escalation path. 

  Customer Answer

  Date: 11/22/2022

  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. It was not my being frustrated over the charges being explained, it was the incorrect charges themselves and lack of response about them month after month.  Going forward we are being credited for all of these incorrect charges and uniforms and will have a correct bill going forward.  Sad that I had to go to the BBB to get a response at all.
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:11/16/2022

  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 was continually contacted by this company to do business with them. After Covid hit and cleaning products became more important I decided to give them a try.
  They came and made it sound easy peezy. We’re just going to bring this and instal that and if you need more or less then just let me know. Ok all set, sign and bye.
  In no way shape or form, especially in this climate and being a gym who was hit hard by Covid would I have ever agreed to 5 year contract for a few supplies. That’s longer than a lease! That was definitely not disclosed. I would have ?? reconsidered as I don’t know where by business is going.
  I need to cut costs on my business and have restructured ownership So I tried to cancel.
  I’ve basically been hit with the most rediculious terms. Basically give me your first born child and then we will give you a discount. Threatening arbitration. For some toiletries? These guys are bullies, overcharge and are not transparent. Let’s see if we can get them and then when they want out we slap them with the insane aggrement form.

  Business Response

  Date: 12/09/2022

  We have made contact with ****** *****.  Some modifications have been made to the account and we have reached a mutually beneficial agreement.

• Initial Complaint

  Date:11/14/2022

  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.

  I own a hair salon that was in need of a towel service. I contacted Cintas uniform service and was able to meet with a representative at my salon.
  
  When meeting with representative, I decided that we would like to try Cintas out in regards for the towel service. I was told that I could use the towel service for a year and that if I did not like the towel service , after the year that I could cancel at any time.
  
  Within the last year, we have not been satisfied with the service. We have had our delivery dates changed without notice on more than one occasion. We have had drivers not show up and miss delivery dates completely. We have had towels delivers to us that have been un folded. The towels have also had an unpleasant smell to them on numerous occasions when they have been delivered.
  
  Based on everything that I have just mentioned, I decided to no longer continue on with Cintas, as we are now approaching the year mark to when we started.
  
  When I contacted Cintas and told them that I would like to cancel my service. I was told that I would not be able to cancel. I was told that the contract that I had signed was a 5 year contract and that I was tied into Cintas for 4 more years. I was told that if I wanted to cancel that I would have to pay at least 50 percent of the remaining 4 years to get out.
  
  I explained that I was told by a sales representative that I could cancel at anytime after the 1st year. When I started this service with Cintas my business was only a year old at the time. I would have never agreed to sign something that would lock me and my business in for 5 years without the option to be released from the contract like I was told I could.
  
  I believe that Cintas is being deceptive in their business practices to lock people in without them knowing what they are getting themselves into. I have looked up reviews on them online and have seen numerous complaints that are similar in nature to mines.
  
  I desperately want out!
  
  mane/sage

  Business Response

  Date: 11/15/2022

  We will accommodate the request to cancel services. 

  Customer Answer

  Date: 11/21/2022

  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

  Date:11/09/2022

  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 signed a contract with Cintas in 2020. Service was fine for the first few months though the constantly tried to get me to buy things that made no sense for my business. Then service started going downhill incredibly fast. I can never get a hold of customer service, when I do they say they will look into the problems and get back to me. Problems include not showing up when we are open to receive product. Overstocking us on things we do not need. I have text messages with our area manager where I said I no longer wanted anything but the walkout mat and scrapping mat. He agreed and said he would make the changes. following week the driver showed up and once again dropped odd everything we were no longer supposed to get. Contacted the manager again. Was told that was his fault and he would credit everything and fix the error. it's been months now and I am STILL getting all the same product and being billed for it. My last message to my area manager when ignored. This company is totally crooked.

  Business Response

  Date: 11/21/2022

  Local Cintas GM met with customer and gained agreement of the following resolutions:

  -Refund for charges on invoices in the months of August, September and October were processed and check will be mailed to the **** ***** business address per customer request
  -Cintas GM provided customer with copy of service agreement
  -Cintas will collect the
  dispensers per customer request after Thanksgiving once customer uninstalls
  -All future invoices and
  service will occur on a every 4-week basis and will reflect only the items the customer has requested
  

  Customer is satisfied with the resolutions and service will continue

  Thank you