ComplaintsforIndustrial Chem Labs & Services, Inc.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB files indicate a pattern of complaints concerning the sales practices, billing and customer service for ******************** Numerous businesses tell BBB about problems they encounter after a representative of Industrial Chem Labs & Services contacts the business about sending them a sample of their products. Many of these complainants say they received a shipment from the company - often a full-sized product - as well as an invoice with charges for the products. In addition, a number of businesses allege that they never agreed to accept a sample or other shipments from Industrial Chem Labs & Services, Inc. but they receive the products and a bill anyway. Many complaints allegedly experience discourteous and unhelpful customer service from at ******************** when they call to dispute the invoice or inquire about returning the unwanted products..I listened to the company's pitch and told them I was not interested and they sent product anyway and sent us a bill.I emailed *** first to try and get a pickup. After 2 weeks *** said to contact the sender.I Emailed Industrial Chem Labs & Services **** in July and got no response.I received another bill yesterday as "over due".

  Business response

  09/24/2024

  I.C.L has reviewed the following complaint. We have notified the complainant in regard to the email not answered, unfortunate ended up in the junk folder and unaware. We addressed the concern and authorized a pickup to retrieve the package back. There was a miscommunication and addressed the concern. 

  Sincerely, 

  ***** ****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When first taking over this property we received an invoice from Industrial Chem Labs & Services **** It looked a little weird to me so I called up the previous managers and they told me it was a scam and not to pay. So I didn't. Flash forward a year later and I get a call from them asking me questions about different products they have and which one I would prefer. They seemed very skilled in this scam of trying to trick me into saying something but I didn't. I told them I was not interested in answer their questions or any of their products. I then swiftly hung up the phone. A couple weeks later we received an invoice for a product we never received and never wanted in the first place. This business is a scam and I do not want any further contact with them.

  Business response

  08/07/2024

  In regard to the current complaint, we were contacted by a lady who would not state her name disputing an order received. Since our company spoke with ***** as notated placing the order we have requested to speak with her and was denied. The lady that called would not put ***** on the phone therefore we could not resolve the dispute. It was also mentioned the BBB complaints and attempted to get out of this order by using that against our company. It concerns our company how we did not speak with ***** (property manager) but yet filed complaint. We are requesting the proper person listed on the account (*****) contact our company to resolve this matter or have this complaint retracted.

  Sincerely,

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

  Customer response

  08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I ***** was the one who wrote this comment. I never agreed to a package or an order to be placed. This is the second time this has happened to us and the last time I asked to be removed from the call list as I felt this was a scam. Asking questions like " what cleaner do you like to use A, or B" and then just sending something depending on what I said. Never once did I agree to being sent a product. I specifically said I DO NOT want a product. Then was sent one, and billed. The Invoice did not even have my Proper name on it, it was spelled wrong and had my partners name as my last name. That tells me everything I need to know. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  08/14/2024

  Our records show the material has been returned and received at our warehouse on 8/12/2024. A credit was issued and now reflects a zero balance. The account has also been notated no further shipments will be sent to your location. We have considered this matter resolved. 

  Sincerely, 

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

  Customer response

  08/14/2024

  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 and the matter has been resolved. But if I receive any calls or invoices I will be filing a harassment lawsuit.  
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Industrial ********* keeps sending products we neither ordered or can use. They first sent 1 gallon of product. Being new to the role here at Speare I paid the invoice. They then sent a 2nd shipment of 4 gallons($211.58) I again paid the invoice but spoke with a representative and asked that no more be sent. I just recieved a 3rd shipment of 4 gallons and am unable to reach anybody. I will not be paying the invoice or paying the $51.78 to have it shipped back.

  Business response

  08/01/2024

  Per conversation with ************************* who spoke with ****** it was agreed that I.C.L has authorized a pickup to retrieve the material due the mis communication. We apologize for any inconvenience this may have caused. ****** was understanding and once the material is picked up and the credit is issued the complaint would be retracted.

   

  Sincerely, 

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We originally received one tub of their drain cleaner product; they told our maintenance manager they would send him a free sample in December of 2023. Shortly after, we received an invoice that ended up getting paid by our accounting department. Then, we received another tub in January of 2024, when I called and stated that we didn't order it the man I spoke with was very short, very angry and bullied me throughout the conversation. He stated that if we didn't order the product, we would have to pay to ship it back. Because the shipping was $100 to ship back we just paid the order and told them we do not want to be shipped any additional product and to remove us from their company list. Now on July 8th, we received 2 more 50lb buckets of the drain cleaner that we DID NOT ORDER. What they are doing is criminal, how can we get them to remove us from their list?

  Business response

  07/15/2024

  Per conversation with **. ******************* and ***** it was discussed that the material was being returned. A credit will be issued towards invoice ****** and will reflect a zero balance. A copy will be emailed to the customer for their records. The account will be placed om a do not call list as well. 

  Sincerely, 

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I work for a company that deals in property management and was called by a *********************** from Industrial ********* and Services regarding a product called liquid odor control. I declined right away and told them I was not interested in this for the company. He said let me at least send you a sample of the product so you can see how good it is and all he asked in return was if we liked the product to call him back and order it. I confirmed many many times that I was not going to be charged and he assured me no I was not. All he wanted was for us to try the product and call him back to place a order with him if we liked the product and to let others know about the product. I received the product a few days later. A few more days later I received an invoice stating we owed a bill for the product I did not even want in the first place. I tried calling him back today 06/25/2026 and was told by *********************** that he said he never said we wouldn't be charged. I told him I didn't agree with this. He went on to argue he never said it was free. I didn't want the product in the first place and he insisted on sending this sample at no cost. I do not want to have to pay an invoice for something I clearly did not agree on and after reading up on this company it appears they do this to people all of the time. The invoiced amount was $66.14 and I want a resolution as we should not have been billed for anything when I clearly told him I didn't want it in the first place.

  Business response

  06/26/2024

  In regard to the complaint, our records show that ******* initially contacted *********************** via cell phone and left a voicemail for him to return her call. From hearing the voicemail ******* didn't sound upset nor a problem. Per her statement in her complaint, she was returning his call (*********************** never contacted first). ******* first stated the material was not ordered, then stated it was ordered. ******* mentioned to *********************** that she has recordings of all incoming and outgoing calls. At that time, it was requested to send over the recording that she claimed was told a sample. ******* stated would call back and provide that information 20 minutes later. Since then, ******* has not provided that nor call back with the information. Our company does not state free samples. We are always willing to work with our customers in regard to any mis communication or situation, on a professional level all we ask for customer to be honest. This compliant could have been avoided if the information was provided by the customer as they stated they would. Again, this is another example where our company was willing to resolve, and the customer went right to the ******************** which was unnecessary. 

  Sincerely, 

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

  Customer response

  06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did make contact to *********************** and left him a message to contact me back because I received the invoice for a product that I was not supposed to be invoiced for.  I did not even want the product in the beginning, but **** insisted he send a "sample" at no cost and the only thing he asked in return was to call him back and order more if we liked the sample sent.  I have been investigating this company and this seems to be the ** for this company.  The complaints that are online are the exact same thing that happened here.  I don't want the product and haven't even opened the product.  I don't want to be charged for something I CLEARLY DID NOT ORDER OR WANT IN THE FIRST PLACE.  I wanted to send back the product but was told all transactions are final. i i do not want any further contact from this company going forward besides information to send this product back and remove any kind of invoice charged.  

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

  
  
  
  
   
  

  Business response

  06/27/2024

  We would like to clarify if you have stated to *********************** you had a recording of him stating free sample. If so, we are requesting a copy of that recording. We would like to help you in getting this resolved. 

  Sincerely, 

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

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business keeps sending billing for products we didn't order. They keep calling us as well.

  Business response

  05/30/2024

  In regard to the current complaint our records show 3/6/2024 our supervisor has spoken with ****** in regard to issuing a pickup to retrieve the material. On 3/18/2024 our company issued the call tag to retrieve that material back at no charge to them. Please see the attached document showing we have honored the pickup, and the customer has refused it. We spoke with ****** again on 4/3/24 who advised our company that she would speak with ***** to locate the material and contact our company to re issue the pickup. To date we have had no correspondence back and now received this BBB complaint when we attempted to resolve this matter to the customers satisfaction. We are requesting they contact us in order to proceed further. 

  Sincerely, 

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

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Industrial Chemical Lab called offering free samples to which we declined. Sales representative kept pitching me a sales line telling me that he was already doing business with our company so I said let me look you up on DSSI, and he instantly said never mind we dont work with DSSI and he hung up on me. A couple of months later we start receiving cases of coil cleaner that we never ordered then we received a bill for $700 dollars which accidentally got through our company accountant and was paid. Once I figured this out I called and asked for our money back and they refused to pay us back. Started sending us more bills and more chemicals and we have refused to pay them and our accountant has them blocked from being paid now. They keep harassing us for payment on stuff we never ordered or agreed to start receiving. Company is a scam and they are very dishonest.

  Business response

  05/30/2024

  In regard to the current complaint, our company has attempted to resolve this matter. The complainant stated would not return our material. I.C.L has offered to issue a call tag to retrieve our product back at no cost to them. Our executive director has also been in contact with their location. Please see that attached documents. 1- an email sent back in March, stating to please respond regarding some information and in regard to a pickup. To date the complainant has not responded to our email. 2- The scan information from *** showing we issued the call tag, and the customer has refused it. We cannot resolve this matter if the complainant does not respond to our company nor return our material. We are requesting to be contacted or have this complaint closed. We feel this could have been resolved and the BBB complaint was unnecessary.

  Sincerely, 

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Industrial ********* contacted my place of business which is a not-for-profit nursing home in a town of less than 500 people in ************. First, they called my housekeeping manager and told her they would send samples, which ended up being cases of their product. We are a 33-bed facility, we do NOT need gallons of any cleaning supply. Then, when they called her back, the representative, ****, informed her we were on autoship, which no signed anything and there is no proof of such agreement. This continued for 6 months before my director of nursing stepped in and **** told her there was one more box owed to us, but later I, as the Business Manager received an invoice for this "owed" box. I then proceeded to call him and tell him to stop! We do NOT ever need any more of your product. A FINAL shipment showed up in April of this year that I tried to send back and he refused to accept it unless we paid the shipping which was over 1/3 of the price of the product. **** called me again this Monday and left a message of "call me back"...that was it! So, today when I finally got back to the office, I called him and he "forgot" why he called me. I told him to make sure no more product gets sent to me. This is the 6 week ***** so I assume he will be "autoshipping" more product. I informed him today that if any product gets sent to my facility, I will be involving my legal department. Very unfortunate to prey on a skilled nursing facility. I do not want to pay legal to get involved, but I also do not need to spending thousands of dollars on product that our facility does NOT use.

  Customer response

  06/10/2024

  At this time, I have been contacted directly by Industrial ********* & Services, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

   Industrial ********* & Services called me to say they were sorry that I was a happy customer and that since they contacted me and "promised" not send any more product or invoices, if I could let the BBB know that everything is good and that I can cancel my complaint.  I am not removing my complaint, this company has stated numerous times that this is their last shipment and then still sends supplies and refuses to accept returned product.  I fully believe that this complaint should remain on the BBB website and that I have no intention of removing it, as I just don't trust them to not send us product once I remove the complaint.

   

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

  Business response

  06/14/2024

  In regard to complaint id # ******** we have been unable to resolve this matter due to the following reasons. The customer was contacted in regard to a routine service call. At that time, it was stated no shipments were going to be sent. The complainant just assumed there was an auto ship after it was stated nothing was going to be sent. At that time our executive reached out to ******** to confirm no shipments are being sent and would even send documentation in writing, which she has denied and stated this was still not resolved. Our company was also advised we can call 6 months later and at that time would consider on resolving this matter....the complainant felt the need to file this complaint even though we have confirmed no shipments were sent nor being sent and even though we confirmed all information, this complaint was unnecessary.
  Sincerely, 
  ***** ****
  

  
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The salesman on the phone talked me into accepting a sample of their lift station grease remover at no cost. I received the sample then I received 2 more shipments of 100 pounds each of something I never ordered and they would not take the shipment back. Then the invoices showed up and I called the company and told them I was not paying and they said you have our product you have to pay for it. I said I will set it outside for them to come get it not my problem. It sat outside for over a week and I received the second shipment when I was not there and I called them and got the same comment. I want my money back and for them to never call or contact me again.

  Business response

  05/30/2024

  Per conversation with our executive director and ***, it was agreed that I.C.L will issue a call tag to retrieve our material back. Once the material is picked up, the current open invoice will be credited, and a refund will also be sent for the containers. The account will also be placed on a do not call list. Please allow *** 3-5 business days to arrive with the labels.

  Sincerely, 

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

  Customer response

  05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did talk to a guy about sending the call tags and refunding the payments.  I will accept this only when he does what he says he is going to do.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  05/31/2024

  We have attempted to follow through with the conversation and agreement. The call tags were refused when we did issue the pickup to retrieve the material. Please advise when the material will be ready for pick, and we will re issue the call tags. Once the material is picked up, we will start the refund process. 

  Sincerely, 

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

   

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company is fraudulently billing us for products we did not order, nor receive.

  Business response

  03/29/2024

  Our records show we received an email from the complainant on 11/22/2024. ICL has responded the same day to address the situation. Our response (see in the attached documents) stating we are issuing a pickup and listed the exact material to reference. All call tags are issued through **** who then arrives with the labels to retrieve the packages. Per *** they stated our return service was refused (also please see attached document). Our company did not receive a correspondence back from our original email until 3/27/2024. The complainant also stated never received material. I have also provided a copy of the proof of delivery (see attached) from ***. I am also confused as to where now the customer is stating never received anything, why was our response not answered to until 3/27/2024. Please see all documents attached. *** has attempted to resolve this matter and it was handled in a timely matter. We would like to have this complaint closed. Please advise.

*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. ↩