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Complaint Details
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Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
sales manager called to advise that they no longer provide linen ( immediate breach of contract)sales manager never returned they key to my restaurant after they stopped delivering sales manager left their dirty linen that was supposed to have been picked up, causing mold issues and unpleasant odors received erroneous bill, contacted them to adjust billing, no response. received collection letter sent unifirst letter no response, but collection agency keeps asking for money
Business response
10/10/2024
Our local UniFirst General Manager has been in contact with ************* addressing all concerns, and both parties are working on a mutually agreed upon resolution. We are optimistic that a final resolution will be agreed upon within the next few days.Customer response
10/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** **********Initial Complaint
08/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We bought a AED machine from our salesman. He said there is a deal on them right now for $1995 with free training. We said ok. It was installed and we didnt training and was charged $995 for the training. I called the salesman and he said he should have chosen his words better and that the machine was actually $3000 but they offered free training is what brought it down to $2000. We had three people in the office when he told us the sale price and he never said anything. If we knew it was going to be another $995 for 1 hr of trading we would have never bought from then. When confronted on the phone he said he should have chosen his words better he out right lied and did a bait and switch. He said he would get with his boss abou tv a refund but he wont even answer his phone. They just lost out account for good and will never use them again. Cant trust them.Business response
08/30/2024
UniFirst takes pride in consistently conducting business in an honest and ethical manner and we take customer satisfaction very seriously, which is how we have become a leader in our industry. Our local UniFirst First Aid + Safety sales management team has contacted the customer and discussed the issues which was a result of a misunderstanding on the quote for an AED along with a CPR training class. A credit refund is being issued and the customer should have the credit documentation in hand at some point today if not already. It is our understanding that all concerns have been addressed and both parties are now satisfied with the outcome.Initial Complaint
08/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was inquired by a *** named *** over at unifirst, he signed me up for an account that he stated would be a month to month contract for uniforms, rags, and fender covers. I agreed to do a month to month contract with him for an entire year to see how feasible unifirst would be for my needs, about 9-10 months in, I ask my driver **** how much time do i have left on my contract till and he told me hed check with the office and get back to me, after a few months of asking him the same question i finally got an answer that i have a contract for 5 years with unifirst and i thought about it and remembered i never even signed any sort of contract or agreement with unifirst so i asked to see the manager at my shop and after a few months *************************** came to my shop and told me the same thing that the driver said so i asked him to pull up my contract which he did eventually and turns out that I NEVER HAD ANY CONTRACT WITH UNIFIRST. It was a forged document listing someone who doesnt work or have anything to do with my business and same person who they wrote the contract for is the same person that signed the contract. Also another thing to mention, the name of my establishment is white oak mercedes of thousand oaks and the contract that they have for my shop is **************** which is a different shop than ours. After ****** saw their mistake he admitted that its their fault and I can pay my final balance of $1400 and we can part ways, he said once he gets back to the office he will have someone get that in writing and have **** pick up the uniforms and we should be good. its been 2 months since i had that conversation with him and today i just got a collection notice in the mail for $6,617.65 from unifirst. Not only did I get lied to, I also NEVER had any legal agreement with them, no contract no hand shake agreement nothing! Theyve been no contact since the day I spoke with ****** and now theyre giving me the run around so that I dont talk to a manager. Please resolveBusiness response
08/28/2024
UniFirst takes pride in consistently conducting business in an honest and ethical manner and we take customer satisfaction very seriously, which is how we have become a leader in our industry. Our local UniFirst management has contacted ****** multiple times regarding his complaint. The contract in question was signed by ******* partner and is indeed a valid 5-year agreement. Unfortunately, both ****** and his partner have rejected our resolution at this time. It is still our desire to come to a resolution that mutually satisfies both parties.Customer response
08/29/2024
I have been in contact with ********************* from unifirst through text, I explained the situation to him and how the contract that is attached has nothing to do with white oak mercedes of thousand oaks, the person who signed the contract and has their name printed on the contract has nothing to do with white oak mercedes of thousand oaks. My name is ***************************** and im co-owner with my partner *********************************, the indiviual that signed the contract is named KAM and we have no one at this location named KAM which means our contract is NOT valid and has absolutely nothing to do with us. I explained to ***** the branch manager at unifirst that ive been asking from Dec **************************************************** and im assuming ***** took a look at the contract as well and realized the mistake from unifirst. He agreed to stop the collection of $6600+ if i would agree to pay the balance for service from 11/8/23-6/11/24 which would be $1535 and asked if im interested in buying the uniforms out to which i responded that ive been asking since december of 2023 to stop getting serviced due to lack of contract and improper invoicing from unifirst to which he offered me a resolution to pay $500 to close everything out and be done with this but with my previous experience with ****** and him telling me one thing but then sending me to collections for $6600 i am still hesitant to trust unifirst to fulfill their end and actually close my account if i make a payment of $500.
Regards,Mesbah
Business response
08/29/2024
Through ongoing communication between our local UniFirst management team and Mesbah, both parties have come to a mutually agreed upon resolution. It is our understanding that all concerns have been addressed and both parties are now satisfied with the outcome.Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This package was not delivered but was marked delivered. We have footage showing the driver took a picture of the package at the wrong door, not my address. Then the camera shows he left with the package I am requesting a $15.69 because this package was stolen on camera by the Uni driverBusiness response
07/28/2024
I replied (on 07/17/24) to ******* via the email address she provided on the complaint to obtain additional information needed to help resolve her issue, but have not yet received a response back from her.Initial Complaint
07/16/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
We are contractually obligated to continue our services with Unifirst until 3/12/26. They consistently charge us for replacement of "damaged" inventory often with little or no evidence of damage (as is outlined in the contract). When we have requested the documentation it is not provided and when we site this breach of contract as grounds to terminate they deny that it is within our rights. We have also discovered that the drivers get a commission on these damage charges and are therefore incentivised to make them to increase their billing. We are not arguing that nothing ever gets damaged, but the amount of claimed damages with no evidence is close to 40% of our billing. In the attached documents you will see in the month of June we paid $400 in damages on $1002 in billing. This is simply not possible and we are not provided documentation. Furthermore these items are supposed to be for our exclusive use and we do not see any damage, so how can Unifirst claim they are damaged and replace them unilaterally? They have said that they will show us why they damaged them out...., "If there is anything damaged out it will be done by our quality personnel here at the plant/factory. Once this is done, they will place it in see through plastic bad and should be brought to your account for your employees to see why we damaged it out." But this evidence has never been provided as it should be per the contract. They are standing behind the fact that it is our word against theirs..., "The route service manager(****************************************) at Unifirst, has basically said it is our word against theirs regarding showing us what is damaged and that Unifirst decides what is damaged." Yet they are supposed to show us evidence. We simply want out of the contract, that is all we are asking, to not have to pay the balance of the contract through its end in 2026.Business response
07/29/2024
UniFirst takes pride in consistently conducting business in an honest and ethical manner, and we take customer satisfaction very seriously, which is how we have become a leader in our industry. Our local management spoke with ****** on 07/24 in good faith to address the concerns and details of the complaint with both sides communicating their positions. As a result, we came to a mutually agreed upon solution and action plan. We remain absolutely dedicated to ******* satisfaction, and upon the success of our action plan we hope to make Sea Smoke a fully satisfied UniFirst customer once again.Customer response
07/31/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I spoke with ****************************, the general manager, who did actually address my concerns and had constructive ideas on how to resolve them moving forward. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**********************************************Initial Complaint
05/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am the owner off the company ******** diesel truck repair *** and I am making my complaint base on the service you guys are giving me seen last years they give me bad services this years 2024 they are bring the uniform ***omplete and I ask the driver and every Thursday he said different version and every week continue bringing the uniform ***ompleteBusiness response
08/12/2024
We regret we were unable to post a reply to this customers complaint within an appropriate time. In reviewing the complaint with our local management team, they contacted both the husband and wife owners of the company and verified all missing garments have been replaced. It is our understanding that all issues have been resolved and we remain absolutely dedicated to ******** Diesel Tucks satisfaction.Initial Complaint
05/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Firstly, I must address the repeated instances of lost uniforms. Despite our consistent adherence to the terms of our agreement, it has become distressingly common for uniforms to go missing after being sent for cleaning. This has forced our employees to work without appropriate attire, leading to a decline in morale and professionalism within our workplace.On multiple occasions, we have been charged in full for services that were not rendered. There has been an instance where your delivery team failed to show up altogether, yet we were still invoiced as if the service had been completed. Furthermore, when your manager visited to rectify the situation and agreed to replace the mishandled uniforms, we were shocked to discover that we were charged for each item replaced. This is in direct contradiction to the assurances given during the visit. It is deeply disappointing that UniFirst would exploit our predicament for financial gain, rather than fulfilling its obligation to provide reliable service.In response to these persistent breaches of contract, we promptly notified UniFirst of our intent to terminate our account. However, instead of addressing our concerns in good faith, your company chose to ignore our attempts at resolution. Despite assurances that a representative would reach out to discuss the erroneous charges, we have yet to receive any communication from UniFirst.To add insult to injury, we recently received final invoices that include false charges, further compounding the financial strain caused by UniFirst's negligence. Despite our attempts to seek clarification, your company has refused to engage in meaningful dialogue, opting instead to send our account to collections without justification.We demand an immediate resolution to this matter, including the retraction of all false charges and the removal of our account from collections.Customer response
05/21/2024
I have not heard from the business in response to my complaint.Business response
08/14/2024
We regret we were unable to post a reply to this customers complaint within an appropriate time when the complaint was filed. As so often happens in business, there are two sides to every story. In reviewing the complaint with our local management team, some delays did occur, but we believed were resolved to the customers satisfaction until we received notification that the customer made the decision to cancel their service without the proper notification. There are specific steps to be taken by a customer if and when they wish to terminate service based on performance issues. These steps were not followed as agreed to by the customer and per our contract (notably the required written letter of notification to UniFirst of any service failures/precise nature of any deficiencies). Additionally, per our Agreement, if a customer cancels service before the end of their contract term and does not follow the agreed upon problem resolution and/or service cancellation steps, the customer is obligated to cover specified costs - again,as was agreed to by the customer in our Agreement. The account was inactivated on 04/02/24 prior to the customers ******************** complaint filed on 05/09/24.Customer response
08/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQI would like to state the delays that occurred were only a small part of our complaint as you can see in our previous complaint.
Our garments were lost due to the mishandling of your drivers, the manager promised to replace these at no cost but we were charged for every single one, each invoice we received was crossed out in pen and written as a different amount, etc.
As you mentioned, we did send a letter and did follow protocol to terminate the contract due to your company's breach of contract. I attached the letter that was sent and reviewed by Unifirst.
A representative from your company gave us a call upon receiving the letter with documents of all the times Unifirst failed to keep what was promised.
She stated herself that she will be closing our account and sent us all our documents back so Unifirst should have all these documents on file.
She failed to mention what was going to happen with the outstanding false invoices and Unifirst sent those invoices to collections.
This is a perfect example of the lack of communication Unifirst is experiencing among their employees and how our account was being mishandled.
Upon receiving a call from the collection agency, they advised me to speak with someone at Unifirst.
I called Unifirst and asked to be transferred to the manager and they refused to speak with me. The representative stated the manager won't be taking my call and stated that I need to talk to collections and told me to hang up.
In conclusion, none of the statements in your response is true and did not solve anything we mentioned.
Regards,
******
Business response
08/28/2024
UniFirst prides itself on high levels of customer service and satisfaction and we take things like this very seriously. In response to ************ most recent comments on her BBB complaint, we have a very different account as to what transpired. However, this account is now in the collection process and any further response would be inappropriate at this time.Initial Complaint
05/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We rent uniforms from this company. We have recently discovered that the uniforms have not been getting returned to us and several were lost after being turned into Unifirst for cleaning.Over the past several weeks I have attempted to work with Unifirst to have all the garments that were turned in for cleaning to be returned so our employees can use them. After 3 weeks the garments are still not being brought to us but we continue to be charged for them. We want all the garments that we pay for to be brought to us so our employees do not have to wear and ruin their own personal clothing. Unifirst has provided no explanation for why these garments are still not being brought to us.They also have added items to our account that were not ordered by us and we are being charged for them. We have repeatedly asked for these items to be removed and they still have not been removed and we continue to be charged.Business response
07/09/2024
UniFirst takes pride in consistently conducting business in an honest and ethical manner and we take customer satisfaction very seriously, which is how we have become a leader in our industry. Our local UniFirst management contacted the customer to discuss their concerns and the details of their complaint, and as a result both parties have agreed upon an amicable resolution.Customer response
07/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************** & Sons ******Initial Complaint
02/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Currently have an agreement with UniFirst to supply uniforms, supplies for our fleet maintenance department. I have noticed for some time UniFirst will adjust pricing, add unknown charges on the weekly invoices. Also charged for services never rendered. I have asked multiple times for notification in writing in advance regardless price increases, etc. What UniFirst is doing is price gouging, unscrupulous billing practices on their customer. When I question them on this I never get a response to my satisfaction. They have severed any respectable opinion I once held and we will not renew the agreement. I see why they D minus rating with the BBB.Business response
07/09/2024
UniFirst takes pride in consistently conducting business in an honest and ethical manner and we take customer satisfaction very seriously, which is how we have become a leader in our industry. Our local UniFirst management met with ****** to discuss her concerns and the details of the complaint, and as a result have agreed upon a resolution that mutually satisfies both parties.Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The terminal I manage has recently switched uniform providers to Cintas. Unifirst routinely fails to drop off complete sets of uniforms for the mechanics and often fails to change the rugs and claims they were not loaded on the truck. All of these issues previously had been handled via phone. Since this left no " record " of non satisfaction Unifirst threatened to charge WBT appox $40,000 in contract buyout charges. I agreed to maintain one employees uniforms with them and drop all other items. Since then, only 2 jackets have been delivered in a 2 week period of his ***** items. Yet we have received invoices for $60-$80 each of those 2 weeks. This week no items were delivered but an invoice for $61.75 was handed to me. I have received emails from their manager stating adjustments will be made and uniforms are coming but it has not happened. The resolution I seek is termination of the contract with Unifirst. They have not provided quality service as your BBB rating clearly shows. Lastly, I offered to inventory the items returned to them and the service rep declined. This being said, I refused to accept any shortages since they were not identified with me.Business response
03/19/2024
UniFirst takes pride in consistently conducting business in an honest and ethical manner and we take customer satisfaction very seriously, which is how we have become a leader in our industry. Our local UniFirst management has contacted the customer to discuss their concerns and the details of their complaint, and as a result the parties have agreed upon a resolution that mutually satisfies both parties.Customer response
03/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Unifirst was very cooperative in resolving this matter and went beyond the bounds of the resolution I requested.
Regards,
*****************************
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